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

[Maik Skoddow]

Hi @Hanook 

there is no single script or place where you can go and change a single line of code. Several pieces work together to span up well-designed processes. And furthermore it is different for incidents and cases.

So instead of explaining ServiceNow to you, it would be better you provide us your real business requirement and then we can see what is the best solution.

Maik

[Hanook]

helIo@

Maik Skoddow

ServiceNow people are able to create a new SNOW case in the open state which means that no response SLA will apply.
All cases should follow the new state regardless of how or where they are created.

I want case state should be New state

Thank you

Hanook

[Hanook]

Hello@maik

In ServiceNow people are able to create a new SNOW case in the open state which means that no response SLA will apply.
All cases should follow the new state regardless of how or where they are created.

I want case state should be New state

[Dr Atul G- LNG]

Hi @Hanook 

May be this might be helpful:

when a record created , on task table we have state default value as 1.

By this way it show as New when we click on New. but yes agree with @Maik Skoddow  there are many other file /code which run and make it successful.