How to add a new case status

choward
Tera Contributor

Hi, 

 

I'd like to add a new case status titled "Duplicate case" in order to capture when duplicated cases are arriving. How can I configure this new status?

 

Thank you. 

1 ACCEPTED SOLUTION

@choward 

navigate to the dictionary entry and add choice

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

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7 REPLIES 7

@choward 

navigate to the dictionary entry and add choice

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

choward
Tera Contributor

Hi @Ankur Bawiskar 

 

I have added the entry to the dictionary entry and choice, I have updated the business rule to include the new status however it is not removing the case in the same way a closed complete case would be, do you have any guidance? Thank you. 

@choward 

sorry didn't get this part

removing the case in the same way a closed complete case would be

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader