Query on Incident States

[Joshuu]

Hi All,

In our instance, we have the incident states as below. And client would like to move back to OOTB incident states.

What would be the right approach for this configuration. Please assist.

INC States in our project	OOB Incident States
New	New
Active	In Progress
Pending	On Hold
Resolved	Resolved
Closed	Closed
	Canceled

Thanks & Regards.

[Danish Bhairag2]

Hi @Joshuu ,

You can right click on the dictionary of state field & check the versions if there is any. Check the very first version which got created u can right click & compare it with current. There if cancelled state is available kindly revert back to that version please.

Thanks,

Danish

[Dr Atul G- LNG]

Hi @Joshuu 

Agree with @Danish Bhairag2 , also once you come back to OOTB State, you may need to change

SLA

Notifications

Report 

Schedule Jobs

Sys properties if any

and much more

Also if you come back to OOTB , it will impact the data as well. so better bring the OOTB State field on form and start using that and make eixtsing state field as read only for the time begin.

[AshishKM]

Hi @Joshuu,

Adding more, you share the state lebel only but what about the value of those state label. 

There may be just a label change of OOBT state's label in sys_choice table or there may be new custom state values in the sys_choice.

If your system is running on entirely custom state values then you have to perform proper due-diligence as suggested by @Dr Atul G- LNG. 

You can share the similar screen shot, if you need more help from community.

-Thanks,

AshishKMishra