Change Incident State from Now Agent app menu

[Sebastian33]

Is there an OOB option to allow techs with itil role to change the state of an Incident while using the Now Agent app?
Reason for this would be to allow the tech to set the state to On-Hold - Waiting Customer, or other Pending state.

[Appli]

Hi Sebastian

OOB, just three actions are available for incident opened via Now Agent app:

- add comments

- reassign

- resolve

Changing the state is not in the list.

Hope it helps

[MrMuhammad]

Hi Sebastian, 

As Appli already mentioned we do not have any action for setting incidents on Hold. however, you can create a "action function" to achieve this. As a reference, you can follow the resolve button and make the necessary changes. 

Regards,

Muhammad

[Sebastian33 · Accepted solution]

Thanks Appli and Muhammad, you pointed me in the right direction.

I was able to Edit the "Edit Incident" function and added a couple new UI Parameters for "State" and "On-Hold Reason".  This will allow the tech to set an Incident State from the Incident in detailed view by tapping on the menu icon () and then tap Edit.

To edit the "Edit Incident" function and action item. see the steps below:

Under ITSM Mobile application:

Navigate to System Mobile - Functions, click Edit Incident

Under UI parameters click New

• Name - "State"
• Parameter - Button
• Button - Edit Incident
• Order - place a value next in order
• Input source - User input
• Input type - List
• Input style - Inline
• Default value type - Source field
• Table name - Incident [incident]
• Field name - State
• Button parent table - Incident [incident]
• Source Field - State 
• Click Submit

Under Action parameters mappings click New

• Button - Edit Incident
• Item parameter - click the search button
• Under Item Parameters click New
• Name - "edit_incident_state"
• Parent table - Action item [sys_sg_write_back_action_item]
• Parent - Action item: Edit Incident
• Type - String
• Click Submit
• UI parameter - click the search button
• Select the previously created "State"
• Click Submit

Navigate to System Mobile - Action Items, click Edit Incident action item

Under Set field values click --choose field --

• Select - State
• from the lookup record action pick the data pill - edit_incident_state
• Click Update

For those times when the tech on Now Agent, decides to place the Incident in On Hold state, a reason for why On Hold was selected, is required.  Thus lets proceed to repeat the steps above to create UI Parameter, Action Parameter Mapping and Field Value for "edit_incident_state_onholdreason"

Navigate to System Mobile - Functions, click Edit Incident

Under UI parameters click New

• Name - "State OnHold Reason"
• Parameter - Button
• Button - Edit Incident
• Order - place a value next in order
• Input source - User input
• Input type - List
• Input style - Inline
• Default value type - Source field
• Table name - Incident [incident]
• Field name - On hold reason
• Button parent table - Incident [incident]
• Source Field - On hold reason
• Click Submit

Under Action parameters mappings click New

• Button - Edit Incident
• Item parameter - click the search button
• Under Item Parameters click New
• Name - "edit_incident_state_onholdreason"
• Parent table - Action item [sys_sg_write_back_action_item]
• Parent - Action item: Edit Incident
• Type - String
• Click Submit
• UI parameter - click the search button
• Select the previously created "State OnHold Reason"
• Click Submit

Navigate to System Mobile - Action Items, click Edit Incident action item

Under Set field values click --choose field --

• Select - On hold reason
• from the lookup record action, pick the data pill - edit_incident_state_onholdreason
• Click Update