unable to see the custom choice value in incident state

srikanthvk · ‎03-09-2016

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

syedfarhan · ‎03-21-2016

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

View solution in original post

srikanthvk · ‎03-21-2016

thanks a lot it worked

syedfarhan · ‎03-21-2016

Good to know.. welcome

swati38 · ‎10-06-2016

thanks a lot....even I had the same issue

S_matar · ‎03-02-2020

thank you , your answer solved my issue too