Add new states in incident

[inatherese]

Hi,

Does anyone have a suggestion as to how I can customize the state - field in incident? I want fo remove som states and add some others.

A little research suggests that the best way is to add a custom state field, and then "map" the values from my new field to the states in the out-of-box field (to still keep logic like automatic close and so on). Is this really the best way? I have added new states in Change, following this guide: Add a new state tutorial , and that was quite straight forward and doable, is there no such way for incident? I don't want to do too much without knowing I'm on the "right track".

Thanks in advance for all replys!

[Brad Tilton]

Hi Ina,

You should be able to change the choices on the incident table without creating a new field.

Customizing Choice Lists - ServiceNow Wiki

[inatherese]

I understand that I can add values to a choice list, I have also done this for Change Management. But the process of adding a new state in Change Management also involves some editing in script includes etc, that's why I was thinking the process might be a bit more time consuming than just addint the choice in the list.

I see for example that there is a script include called "IncidentState" and "IncidentSNC"

[Brad Tilton]

It depends on how much you're changing. There is some built in automation on the task table for active state management, but luckily there are some attributes you can add in a dictionary override for the state field to manage those. I don't think there are any OOB business rules that you would need to worry about other than managing the active states.

TaskStateUtil - ServiceNow Wiki

[inatherese]

Care to elaborate what you mean by adding attributes in a dictionary override? And "other than managing the active states", what managing is needed?

Specifically what I want to do is:

To add these:

Reassigned

Awaiting Change

Awaiting Customer

Awaiting Customer Vendor

Updated by customer

And disable these:

Awaiting Problem

Awaiting User Info (perhaps rename this to "Awaiting Customer")

Awaiting Evidence