Configure state choice list and behaviour

[gianluca5]

ITSM Simulator: HELP!!

We would like state values to be updated to allow the service desk to have more information on what the next step in the process is.

1. Disable the State choice: "On Hold". (again, do not delete it)

2. Add a new State choice with the Label of : "Awaiting Change", in the sys_choice record make the Value field: 4.

3. Set the incident state to "Awaiting Change" when a Change is created from an incident, by updating the existing "Create Normal Change" and "Create Emergency Change" UI actions.

Use 'state' not 'incident_state'

[Alberto Consonn]

Hi Gianluca,

1) Navigate to Incident > Create New, then right click on the column field name State > select Show Choice List:

Filter for table Incident and set Inactive true to On Hold:

2) In the same list, click on New and add the following Choice:

3) navigate to System Definition > Ui Actions and select the record Create Normal Change on the incident table:

add the following part of script:

current.state = 4;

do the same also for the other UI Action Create Emergency Change

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

[Tanu Rani]

Why we need to add current.state = 4; in script ??

[LTFg6]

becues behind every state a number, look at configer -- form design -- state

[Megha Padale]

Hi,

1.To disable on hold choice, navigate to incident form->right click on state field->show choice list->set to inactive

2.To create new choice in incident states

• Open the incident form.
• Right-click the State field label and select Configure Choices.
  The Configuring State Choices slushbucket opens.
• Enter the following information and click Add.

  Field	Description
  New item text	Enter Awaiting change
  Numeric value	Enter 4
  Apply to table	Set to incident

  The new state appears in the Selected slushbucket on the form.
• Use the up and down arrows to move states.
• Click Save.
  The new choice is created and the incident form reopens.

3.Click on context menu on incident form->configure->ui action->select ui action normal change

In script of ui action add current.state=4;

If my answer helped you in any way, mark answer as helpful and correct.

Thanks and regards,

Megha