Difference between Custom Field and out of the box Field???
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08-09-2022 07:05 AM
Hi All,
We are using Queued State (which is Custom Field) and we are not using New State( Which is Out of the Box). Can any one help for the below questions :
1. Is there impact for not using OOTB 'New' State?
2. Stay using custom 'Queued' state - what is the impact?
3. Remove 'Queued' and rename OOTB 'New' state to 'Queued' – what is the impact? what steps do we need to take to meet business needs?
4. Remove 'Queued' and use OOTB 'New' – what is the impact? what steps do we need to take to meet business needs?
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08-09-2022 07:34 AM
There's no context with which to advise on. You haven't even told us what table this is on.
I did a search on "New State" and that only appears in a table called sys_resolutionshaper_config.
Looked that up on Docs and it seems to be neck deep in some Customer Service interface.
As always, you should always start with "What are you trying to achieve"?
If Queued State is meant to replace New State, then how was it justified? Wasn't the solution documented?
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08-09-2022 07:40 AM
Actually its for incident table-- There is a state field choices OOB is New and the custom one is Queued choice (customized one)
Is it possible to use oob (New) instead of Custom field (Queued)
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08-20-2022 01:20 PM
Someone changed it for a reason.
We do not know the reason.
Who knows what downstream effect it will have.
This is why it is essential that Service Partners document their implementations.
No other option now but to interrogate ALL logic components to see if any rely on "queued"
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08-09-2022 07:35 AM
Hi, option 3 sounds like the safest and simplest option. You can just change the label of that choice for the incident table (or any other table you're using).
Normally you need to check for things like
- default value set in that field
- catalog items/record producers possibly setting default value on record creation
- workflows/flows - review any logic around the state field
- business rules - check for anny having the "New" state as part of condition, or setting the "New" state within a script.
I would say it is pretty much impossible to figure out all the potential places where a specific state value might be used, but if you keep an eye on the above, that should be the a good start.
If you decide to change the states, test, test and test again...
