Added choices to Incident State not showing up in "My Work" or "My Groups Work" list

[bhenson]

We have added some custom Incident States to our Incident Form - these are detailed in the first attachment "Incident Dictionary". When I personalize the "My Work" or "My Groups Work" list, the custom incident states are missing from the choice list in the Incident State Dictionary there. I don't see how to add them. This is shown in the second attachment "Task Dictionary".

The result is that in the "My Work" or "My Groups Work" lists those new incident states show up as the numeric value rather than the display value of the Incident State. This is shown in the third attachment "My Groups Work".

How can I add the custom incident states to the Dictionary Entry for the task table state?

Hope this makes sense (the pictures hopefully will help).

[bhenson]

But one of my custom incident states shows up in blue - the rest are in black. See attachment "blue state".

Any ideas?

[bhenson]

bhenson

Tested all active incident states and 3 show up blue, 6 show up black.

The values of the states that show up blue are 0, 8, 9

The values of the states that show up black are 1,2,4,6,7,10

States 3 and 5 are inactive.

See updated attachment blue2 state.jpg

[bhenson]

I ended up submitting an incident to ServiceNow - here is their response:

Sometimes when you are moving sequences or any other maintenance on choices the instance does not sync with the sever correctly. I ran a script that clears the cache on the server which resolved your issue.