Incident state vs state on incident form

[varunp]

HI All,

What is the difference between Incident state vs state on the incident form?

Which field we should use on incident form and for defining incident SLA?

[Mike Patel]

State is from Task table and Incident state is from Incident table. There is out of the box business rule that sync both so changing incident state will change state too. You can define SLA on incident state.

[Strange]

The incident table is actually a child of the "task" table, and thus has columns from the task table passed down into it.

The "state" field is the passed down column from the task table, whereas the "incident_state" is a state field defined only on the incident table itself.

Out of box there are usually business rules that sync the two so they should effectively be the same values unless otherwise modified.

Generally you'll want to set the SLA's according to the task table, thus the regular "state" field should be sufficient.