adding Problem Management States

[joedumond]

Is there any risks with updating the State field in Problem Management?

I merely wish to add "Solution Proposed" as an available State in addition to the standard Open, Pending Change and Closed/Resolved.

We don't plan on doing anything with it at this time other than use it as a reporting metric and a delimiter for issues that are considered 'closed' by our Tier II and Tier III groups but still have open incidents assigned to them that require customer verification of issue resolution.

We have a protocol of not closing a Problem until all associated incidents are closed.

[Kalaiarasan Pus]

Don't see any risk in adding it. Unless you have any script updating it, it will not be reflecting anywhere. If you have state field editable, users may try accessing And that may affect your form view if you have state specific logic for hiding/ showing fields

[randrews]

check all br's, client scripts, and ui actions on the table to ensure you don't break them by accident.. but that is about it.

and UI policies

[lgustafson]

The risk of altering the state list for any task table is the potential impact on the business rules or UI actions that depend on the state value to execute.   Since adding a state will likely lead to renumbering of the state values, you will need to update the business rules so that they work as expected.

An example of this is the business rule called Problem Create Knowledge.   The condition field reads:

current.problem_state.changesTo(4) && current.knowledge == true

You will have to consider if business rules and UI actions like this need to be updated once your state choice list is updated.

[joedumond]

thank you, great information!