Configure state choice list and behaviour
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09-11-2020 04:00 AM
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'
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Incident Management
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09-11-2020 04:08 AM
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
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10-12-2022 03:06 AM
Why we need to add current.state = 4; in script ??
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10-21-2022 08:16 AM
becues behind every state a number, look at configer -- form design -- state
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09-11-2020 04:30 AM
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