When case created how state come as new, open etc

[Hanook]

when an incident/case is created why it will be in the new,open state is there any script, workflow running background let me know how to navigate and modify it please let me know if you have any updates

[Anand Kumar P]

Hi @Hanook ,
Go to dictionary entry of state field in Default Value tab you can find the state value. Else check for onsubmit client script or business rules from where the state field is updating.

Mark it as helpful and solution proposed if it serves your purpose.
Thanks,
Anand

[Iraj Shaikh · Accepted solution]

Hi @Hanook 

The incident's initial state is 'New' and it can be set by specifying 'Default value' on the dictionary entry of 'State' field.

Here's how you can check it from backend

1. Open any existing incident form
2. Right click on the 'State' field and click on 'Configure Dictionary' 
3. Dictionary Entry of 'State' field will open
4. Scroll down and click on 'Choices' related list
5. Type incident in 'Table' column of the 'Choices' related list
6. This 'Choices' tab shows all the drop-down options and backend values available for the state field
7. New state's backend value is 1. There is 1 in 'Default value' field under 'Default Value' tab. Due to this initial state is 'New' for the incident.

Incident table extends task table and 'State' field is on task table.

There is 'Incident state' field on the incident table whose drop-down options are from 'State' field of the incident table.

'Incident state' field's default value is also 1 i.e. 'New'

When 'Incident state' field is 'New' and 'Assigned to' field is not empty then 'Incident state' and 'State' fields are set to 'In Progress'. This behaviour has been configured in the businesss rule 'Incident State Active on Assignment'

'Incident state' and 'State' fields are set to 'In Progress when all conditions below are satisfied

1. 'Additional comments' changes
2. 'State' is 'On Hold'
3. 'On hold reason' is 'Awaiting Caller'
4. 'Caller' is logged-in user

This behaviour has been configured in the business rule 'Incident State Change to In Progress'

When 'Incident state' is Closed then state is set to Closed by the business rule 'Change state on closed Insert'

Please mark this response as correct or helpful if it assisted you with your question.

[Hanook]

Whenever a new case is created, the State is In new in the dev and test instance.

whereas in prod the status is in open.

Can you tell me why it is changing in the prod environment?

[Dr Atul G- LNG]

HI @Hanook 

Please check the same steps in prod shared by @Iraj Shaikh  for case table. or see any BR or script ing working on same and moving case to next state.