Methods to make Resolved = inactive

[VernYerem]

I've tried the following without success:

- Modifying the Script include "TaskStateUtil"s  SYSTEM_INACTIVE_STATES to include resolved value (6):

SYSTEM_INACTIVE_STATES : [3, 4, 6, 7], // task default inactive/close states

- Modifying "State"s dictionary Entry Override for incidents to include the resolved value (6):

close_states=6;7;8,default_work_state=2,default_close_state=7,ignore_filter_on_new=true

- Created a Business Rule to make active=false if state=resolved

Something that I've done that does work is to change "resolved" numerical values to match "Closed". Changing it to 7 made this work like we want, but it feels like this would cause other issues down the line. 

[VernYerem]

Anyone? We can't be the only org that wants to consider "resolved" as inactive. Unless we are...

[Rkanodia]

Hi @VernYerem 

Do you have any leads on this question? I have the similar issue.

Also can you explain how did the numerical change worked and what process you followed?

[VernYerem]

@Rkanodia This was a low priority item, so we haven't come back to it yet. Most people just filter out resolved now if they really don't like it.

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@Rkanodia wrote:

Hi @VernYerem 

Also can you explain how did the numerical change worked and what process you followed?

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Go into your incident table configuration,

Open the table column/field configuration for State,

Open the "Choices" tab, 

Filter for the choices in the incident table (you may need to add the "table" column within the tab), 

Change the value of "resolved" to 7, it now has the same value as "closed"

Please note: I did not do a lot of testing on this as a solution. It doesn't feel like it's the right change to make, but it does remove resolved INCs from views by marking it inactive. I expect having the same value for closed and resolved will cause other affects that I have yet to test.

[Krecker · Accepted solution]

In case anyone encounters the same problem, here is what worked for me:

1. Modify "State"s dictionary Entry Override for incidents to include the resolved value (6):

close_states=6;7;8,default_work_state=2,default_close_state=7,ignore_filter_on_new=true​

2. Modify the advanced condition of Business Rule "incident reopen" to:

current.incident_state != IncidentState.CLOSED && current.incident_state != IncidentState.CANCELED && current.incident_state != IncidentState.RESOLVED​

(the "current.incident_state != IncidentState.RESOLVED​" is newly added)

"incident reopen" runs after the "TaskStateUtil"/"mark closed" BR and therefore overwrites the active flag if not both are set correctly.


Also refer to this KB-Article:
Incident record remains active after adding new value to the "close_states" dictionary attribute - S...

Also this thread is helpful in case you need to mark a custom state as inactive.
Solved: setting incident to active false - Page 6 - ServiceNow Community