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'
