Difference between "incident state" and "state" field

[Govind Kumar S1]

Hi All,

We have 2 fields OOB in ServiceNow "incident state" and   "state" . Can someone please explain me why these two are provided in Servicenow. Is their any difference between these two fields( State -> Task table , Incident state -> incident table ). is their any scenario(situation)   when we should use specific field or both are same.

Thanks & Regards

Govind Sharma

[Michael Fry1]

Other than the fact that one is on that Task table and the other is on the Incident table, there isn't much differences. In some cases you can have just the State field and in other cases you can use the Incident State field or you can use them both with different values. The State field could contain choices that can be consistent across all forms, whereas Incident State could be specific to Incident tickets.

[pratulagarwal]

Hi Govind,

You can use the incident state if you want different values in the drop down than the ones present in the state field, which is on the task table.

And there are two business rules that are copying the state value to incident state and vice versa, if you are making any changes to these fields do keep in mind these business rules as well.

Regards

Pratul Agarwal

[David Christian]

I know that it probably doesn't matter since the two fields are normally tied together, but which one of the state fields do SLAs run off of out of the box?

[Pradeep Sharma]

Hey David,

Out of box it runs on incident_state field for the incident table.