How to hide one of the state of problem management application?

[Rain Vaine]

Hello experts,

We were tasked with removing one of the state in the problem record. So what will happen is they want to hide that state and skipped to the next process. 

Does anyone of you have any experience on this task?

Unfortunately just making the assess choice in the state 'inactive' does not hide the state unlike in incident records.

Additionally, is there any negative impact on hiding that state?

Are there any methods for hiding that state that has minimal impact on the platform? Is it possible to just hide that choice via client script then using flow, immediately jump to another state since, the state transition in problem records are also controlled by UI actions.

Regards,
Vaine

[Ankur Bawiskar]

@Rain Vaine 

it's not straight forward.

You will have to check state transitions etc, any custom logic is developed around that state.

you will have to review the UI actions around the state flow.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Rain Vaine]

Hello,
Thanks for the response, unfortunately this is where I am not sure where to look at. 
I cannot find any flow or workflow for the problem management, so I am not really sure what to check next.

Regards,
Vaine

[Ankur Bawiskar]

@Rain Vaine 

in DEV you can play around with the components you identified and perform thorough testing

If any missing gaps you can then identify and work upon.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[ZebaF]

I would recommend amending the OOB configuration to remove a state from Problem:
1. Problem & problem task state transition details are available in sys_state_model table. Most of the state transitions are manual via UI Actions.
2. If we are talking about removing Assess state, given below would help - 
a. There is a View (System UI> Views, table: sys_ui_view_list) called assess_dialog_form_view, it should be disabled
b. Deactivate the "Assess" UI Action or amend it to be visible to admins only.
c. Deactivate BR to automatically move state once Assignee is filled - 'Update Problem State to Assess' 
d. Go to System UI> Process Flow. There you can deactivate Assess to remove it from the Top Chevron on problem flow formatter.