When case created how state come as new, open etc

Hanook
Tera Contributor

‎01-23-2024 07:31 PM

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

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Hanook
Tera Contributor
In response to Dr Atul G- LNG

‎01-24-2024 03:05 AM

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 anyone tell me why it is changing in the prod environment?

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piyushsain
Tera Guru
Tera Guru

‎01-24-2024 02:58 AM

Hi @Hanook 

It can be an OnLoad Client Script or an Insert BR or it can be a Default value on the state field dictionary, depends upon how the developer has implemented it

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Regards,
Piyush Sain
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Hanook
Tera Contributor
In response to piyushsain

‎01-24-2024 03:48 AM

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 anyone tell me why it is changing in the prod environment?

 

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Hanook
Tera Contributor

‎01-24-2024 03:48 AM

hi @piyushsain 

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 anyone tell me why it is changing in the prod environment?

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