Incident state lifecycle

[Mimi Edet]

As the Incident Manager, I want Incidents to follow the flow/lifecycle as outlined in the attached diagram. I will know this is complete when an Incident's state follows the provided diagram.

PLease how do I achieve this?

[gtalreja · Accepted solution]

@Mimi Edet , you can achieve this without doing any scripting, and in a ServiceNow-recommended way using a state model flow. it is very easy to configure, here is a document around it that may be of some help, but let me know if you get stuck in configuring this I can guide you.

All > State Management > State Models (this is the starting point for the configuration)

Life cycle of an Incident

[gtalreja · Accepted solution]

@Mimi Edet , you can achieve this without doing any scripting, and in a ServiceNow-recommended way using a state model flow. it is very easy to configure, here is a document around it that may be of some help, but let me know if you get stuck in configuring this I can guide you.

All > State Management > State Models (this is the starting point for the configuration)

Life cycle of an Incident

[gtalreja]

Link to configure the state transition using the state model

[Mimi Edet]

@gtalreja Does this option fit the transition in the diagram

• New to In Progress
• In Progress to Resolved
• In Progress to On Hold
• On Hold back to In Progress
• Resolved to Closed
•  
• New to Canceled
• Resolved to Canceled

[gtalreja · Accepted solution]

Yes, indeed, I just tried it in my instance, you would need four state models for it, I'm attaching the screenshots of same.