Cannot see some states when looking up Task table

[geoffluk]

We are trying to set up the System Definition > Application Menus > Service Desk > My Work link to display all Incident, Problem, and Change (Approval requests) with a specific filter, but are having trouble with configuring the exact States. That is, there are states missing from the list than what we believe should be available.

An example is on the Problem table we have confirmed that we have the state "Pending Change"; on the Incident table we have the same State, likewise on the Task table. However, upon configuring the Application Menu > Service Desk > My Work and setting the condition for "State" + "is not one of" and looking for "Pending Change", that State is no where to be found.

We can confirm that the state, among a few others, appear in the task.state table, and yet they don't appear when trying to select them from the Task table.

To see what States exist on the Problem table:

1. Tables & Columns
2. Search for "task" > Edit Table
3. Find table column "State" and open
4. Scroll down list of all States, find "Pending Change" and confirm that it exists on "Problem" table

Furthermore, it is not just Problem states that are missing, but a few others from Incident and other tables. The example of the Problem state is because we have an incident that began our investigation.

Please let me know if you require more information from our instance to help troubleshoot this issue.

Thanks much

[Michael Fry1]

Each table can have it's own states or use the out of the box states on the Task table. The My Work module is on the Task table and Pending Change choice isn't available on the Task table. The My Work shows ALL tasks assigned to the user, whereas if you created a new module on Incident table, you'd only see Incidents and not all tasks.

Too see what I'm referring too, open up an Incident, right-click on the State field, and select Show Choice List. You should see many choices on different tables.

[geoffluk]

Hi Michael,

Thanks for the quick response!

Forgive my ignorance on this, but to my previous understanding "Pending Change" is on the task table. If I opened up the Problem form, right-clicked on the State field and selected "Configure Choices" I could see "Pending Change" as belonging to both Problem and Task tables. This led me to believe that Pending Change was available on the Task table. Please see attached image as reference.

So, given this predicament, how best would you suggest we add the State "Pending Change" as an option when selecting States under My Work?

Thanks!

[Michael Fry1]

Hmmm . . . that screen is confusing! Looking at the choices by table, this is what comes out of the box for Task table:

Incident & Problem choices look like this out of the box:

You could add a new task state: Add a new state to the change state model

but I'm not sure that will work as the filters are using the value (not the label) and since each table uses different values, that's a lot of work to realign all of them.

Is your goal to filter out tasks in some Pending state?

[geoffluk]

> Hmmm . . . that screen is confusing!

Indeed! That is why we had the original idea that the Task table should have been able to access this specific State.

> Is your goal to filter out tasks in some Pending state?

This is exactly what we're trying to do. We're wanting to filter out a few states (not just Pending, but others including Resolved, Closed, and Pending Resolution to name a few). This "Pending Change" State is one of 3 total states which we cannot see on the Task table but want to filter out.

Thanks for your help with this issue Michael.Fry. We'll also reach out to SNOW through a HI ticket to see if there is a known workaround for this issue. Otherwise we might need to communicate to our users about the States and determine ways to get around it or live with it.

Thanks!