New requirement on State field

Harshal Patil1
Tera Contributor

‎03-18-2025 05:51 AM

On Incident form, state field should contain its successive value only. 

eg. If Incident has "In Progress" State than only "On Hold" will be visible.  

  If "On Hold" than "Resolve"  should be visible. At last when Incident is in "Resolved" state all value can be seen.

Please suggest on new requirement and who this can achieve?

 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎03-18-2025 09:33 AM

Hi @Harshal Patil1 

 

That is not a good use case. I recommend following ITIL practices here. An incident can be moved to 'Resolved' from either 'In Progress' or 'On Hold'."

 

If you build what you are looking for, you will messed the OOTB system.

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Rishi_11
Kilo Sage

‎03-18-2025 09:46 AM

Hi @Harshal Patil1 ,

As mentioned by @Dr Atul G- LNG , this does not seem a good use case. But technically, it would be a pretty simple solution and can be achieved through an onChange client script and g_form.removeOption() and g_form.addOption(). 

 

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

 

Thanks,

Rishi.