Problem state

[Sandhya23]

Hi Community experts,

Presently, there are problem states designated with a value of 1 for "open" and 4 for "resolved," alongside other values. A new requirement has come to maintain these existing values (1 and 4) while deactivating the others and introducing additional values.

Upon doing some analysis, I discovered that certain business rules rely on the state value 4 for comparison, with conditions such as "if state is < 4." To ensure the continuity of current functionality without disruptions, I am thinking of introducing new state values, all less than 4, which would be represented as negative values. Is this approach appropriate, or are there alternative solutions to consider?

Regards,

[AnimeshP_96]

@Sandhya23 
so for creating state field values , you have to go o dictionary entry of that field and create a entry in choice table with the fieldname , and coming to the negative value , yes you can keep negative value as choice value and give any label you want to show when you select the field.

choices have label and choice value..
let me know if it works!

[Amit Pandey]

Hi @Sandhya23 

You need to be very careful in choosing state values. There are multiple script includes/BRs written for OOB state values on task table, such as make the incident/problem active/inactive etc.

While you can choose negative values, would recommend reaching out to Hi team for the suggestions. They will review your instance and give the best values.

Please mark my answer helpful and correct.

Regards,

Amit

[Sandhya23]

It appears that dealing with negative values isn't an issue.

Yet, I need to insert 5 options between "Open" and "Closed/Resolved," and 1 after "Closed/Resolved." Currently, At present "Open" is assigned a value of 1, and "Closed/Resolved" is assigned a value of 4. and 2 other choices with 2 and 3 values which I need to deactivate.

Do we must assign values for these 5 additional options between 1 and 4? If so, how is it possible to accomodate in this situation?

I'm considering assigning a value of 5 to "Cancelled."

[Amit Pandey]

Hi @Sandhya23 

You had better to raise a Hi Ticket. They will scan your instance and suggest the appropriate choices.

Regards,

Amit