unable to see the custom choice value in incident state

[srikanthvk]

Hi,

I have configured a new choice value as "Pending" using configure choices for the incident state. I have also moved the other state values such Awaiting Problem, Awaiting User Info to available choices and included Pending to the selected choices.

While creating a new incident i still dont see Pending state under the incident state choices, whereas the inactive is false for pending and other values which were pushed to available slush bucket are reflecting as inactive true. I tried to replicate the same in my development instance and it is working absolutely fine over there.

This is the first time i'm working on geneva instance, please let me know if i'm missing something over here to achieve this.

Thanks,

Srikanth Varma

[srikanthvk]

can someone please help me over here

[syedfarhan]

Hi Srikanth,

It's pretty interesting ,I think there is no problem in Geneva for this type of Issue.

Can you paste the screen so that I can see where you are missing. paste the choice list value screen

Thanks

[srikanthvk]

Below are the list of choices that are available on the incident form

Below is the screenshot from choice list table

I have even cleared the cache but its of no use, whereas the same works perfectly fine in my dev instance.

[syedfarhan · Accepted solution]

Hi Srikanth,

Now I understand why it is not happening   .

1)Add the pending state to Element to State not to incident_state.

There is a business rule runs behind the screen whenever you add choice to state field it will be get copy to incident_state also.

So My suggestion is just do like this   add the new custom state value   in state element not in incident_state element

Thanks