Incident States
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‎10-24-2007 05:22 AM
What is the best practice regarding the use of this field. I know about Registered, Assigned, Accepted, Resolved and Closed. What about Awaiting User Info, Rejected, In Progress, and Active? How are these best used? Are they necessary? What function to they serve? Are they dependant on 'events/business rules'?
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Service Mapping
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‎10-24-2007 06:41 AM
JKumar;879
Well they are what you make of them. We are using New, and Active for escalation and the others have different pause statuses. We have turned off Resolved because we are not using the resolved script and email notification. I am seeing a few other states that I do not recognize. Assigned, Accepted, and Rejected. These are either new to the Incident State Field or you are talking about a different filed then I am. As far as the incident state field we changed a lot of the values in that field to work into our liking. Be aware that if you change the value of NEW, CLOSED, and RESOLVED you will break some script functions. You can go in and adjust the script to work for you the way you want but I always try and leave what service-now has created in place unless it just does not meet our needs. I am not sure if adjusting the other values will cause any problems because I do not remember ever seeing them. It could just be that in the newer version of Service-now there are some new values in the Incident state field or you could actualy be looking at the task status field.
One suggestion I do have is to avoid changing the task state field at this time. We changed our early on and it has caused some issues with the Service catalogue. Service-now is looking into the issue but if you are going to move on the servic cataloge soon you should avoid changing these values. Be sure that you are working on the Incident State and not the Task state because it is also available on the incident form. Incident is a child table of Task so everything on the task table is available on the incident table / form.
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‎10-24-2007 12:02 PM
The Awaiting* states are also commonly used as pause conditions on SLAs.
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‎10-26-2007 03:34 AM
JKumar;879
These are the descriptions for what each of these options can be used for:
Awaiting User Info - The SLA is suspended as you have requested further details of the Incident from the Caller who raised it.
Rejected - Really used if you have a Service Desk which takes all calls and assigns through to workgroups. This is used for a Group to Reject the Incident and send it back to the Service Desk for reassignment.
In Progress and Active are both the same really - Just means the Incident is being worked on.
Before removing any Incidents States then check there are no business rules or client scripts which use reference to these. In the current build all rules and scripts use the value assigned to the Incident State rather than the name itself so be careful
