Configure state choice list and behaviour

gianluca5
Giga Contributor

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'

10 REPLIES 10

Alberto Consonn
ServiceNow Employee
ServiceNow Employee

Hi Gianluca,

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

find_real_file.png

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

find_real_file.png

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

find_real_file.png

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

find_real_file.png

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

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

 

LTFg6
Tera Contributor

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

Megha Padale
Giga Guru

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