In the SOW problem table, we have noticed that additional states such as Open, Pending Change, Known Error, and Resolved/Closed. We are unclear about how a problem state move to Pending Change, Known Error, Resolved/Closed, or Open. Please refer to the screenshot below.
Note: These additional states do not appear in the native view.
I also reviewed the process flow, and it does not mention the Pending Change or Known Error states. I also added/created a new change request to see if the problem would move the state to Pending Change, and similarly tested for Known Error, but state didn't moved.
Could someone please help me to understand:
Where these states are defined for SOW
How a problem record is moved to Pending Change and Known Error
Additionally, it appears these states were created by the system approximately eight months ago.
Could someone please assist with this
thanks in advance.
@Ankur Bawiskar ,
