State transition for Incident

[prabhmeet]

Hi, 

I am new to ServiceNow and this is a task given to me to perform-

 Design the below state transition for incident. Create the state if not available.

1. When an incident ticket is in "New" state, next states shown are: Active, Canceled
2. When an incident ticket is in "Active" state, next states shown are: Awaiting User Info, Awaiting Problem, Awaiting Evidence, Resolved and Canceled
3. When an incident ticket is in "Awaiting User Info" state, next states shown are: Active, Canceled
4. When an incident ticket is in "Awaiting Problem" state, next states shown are: Active, Canceled
5. When an incident ticket is in "Awaiting Vendor" state, next states shown are: Active, Canceled
6. When an incident ticket is in "Resolved" state, next state shown is: Active. When an incident ticket is in "Resolved" state, system automatically closes the ticket after 3 days.

Can anyone help me how to do perform this, with the steps that are followed to do this task?

Thanks,

Prabhmeet

[sachin_namjoshi]

You can look into OOB incident management state model plugin to implement these requirements.

https://docs.servicenow.com/bundle/london-it-service-management/page/product/incident-management/concept/c_IncidentManagementStateModel.html

OR

you need to write client script, glide ajax to show,hide state values based on your requirements.

Regards,

Sachin

[prabhmeet]

Hi Sachin, Can you help me with the client script to be written?

[p_espinar]

Here you have a great video form Chuck Tomasi explaining state transitions:

Tech Shorts Ep 24 - State Models

Un saludo,
Pablo Espinar
Consultant at Econocom Spain

Please mark this response correct if I've answered your question. Thanks!

[prabhmeet]

Thanks, this video is helpful.

However, I do not get the State Management -> State Model option in my instance. How can I get it?