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]

In this case I think you can just modify the choice list. I can't think of anything other than possibly some SLAs that changing those specific states would affect.

[johnnyjava]

Workflows, Business Rules, Client Scripts and UI Policies would all be impacted.

We were forced to add some new states to change_request and it caused issues with currently executing workflow contexts. The workaround we used was to leave the old states active and add "(Legacy)" to their labels.

You still have to account for the new state values in all those places. Be cautious of conditions on those items that use < and > to compare state values.

Also if you deactivate states in the choice lists, you can no longer choose them in conditional builders when editing ACLs. This was a pain.

[Brad Tilton]

I think that's generally true, but there isn't really much OOB that keys off of the awaiting states so these changes are probably safer.