How can I change the incident state?

[edwong]

Hi all,

I tried to modify the values of incident state, however, it keeps restore the default incident state as the screenshot 1.

Althought I put those values as inactive as the screenshot 2 and configure in the choice list as screenshot 3, the system still not updating and returning the default values as screenshot 1.

Can you suggest the best way to modify it? or please let me know if I have done it wrong.

Many thanks

Screenshot 1)

[Deepak Ingale1]

You can try with the javascript log and field watcher icon placed on right top part of the screen with Green color. After that right clikck on 'state' fileld and select the option watch field. After that manually test your incident by chaning its state. You will see what are different scripts running in backgroup when you make some changes to incident record. You will be able to see the script changing your state value back to default.

[Travers M]

It was actually a business rule that had been built by our implementation partner that copied state to incident state.   There are 2 business rules in our system that keep the two synced as we use state on ours and label it as "status".     Now that I look at it further, I don't think that what I have in place will be of any help to your situation as mine is more cosmetic as to yours is on the table level.

[lars_b_lund]

The two business rules are out of box.

[randrews]

to set the state field it would have to have a line of

state = "value"

so i would search the br's and client scripts on the incident table for "state =" or "state="

[lars_b_lund]

If you inset/remove matching statements in choice list

for both state and Incident_state it should work

go to choice lists and use this filter

elementLIKEstate^name=incident