How to set an incident state to active=true or active=false

[swong]

Hello,

I update the list of incident state to reflect what my company uses. I did this by deleting all the default states, and adding the customized list. One of the state is "closed", which is pretty self explanatory. However, when I set the incident to this "closed" state, it's still showing up in the default "Open" incident list, which has the filter "active=true". Hope you're not lost by now.

It looks like I need to associate the incident state "closed" to mean "active=false". Can someone show me how that can be accomplished?

Thanks.

[gaidem]

There is a business rule that should do this for you called "mark closed". A reference to it is documented here:
http://wiki.service-now.com/index.php?title=Out-of-Box_Business_Rules

I would start by inspecting why this business rule is not working on your instance. As a second point, you can always modify the modules and the filters by configuring the applications.

[swong]

Thanks Gaidem,

I found the business rule shortly after I posted the question. The problem was that the values (numerical) of the new states didn't match the values of the old state, and the "mark closed' business rule was operating under the old values. I updated the business rules with the proper values of the new states, and things are working as expected.

[swong]

I added a new incident state "closed incomplete" (with value of "8") to the incident state list and I made the following modification to the first line of the "mark_closed" business rule:

From:
if (current.incident_state == 7)

To:
if (current.incident_state == 7 || current.incident_state == 😎

The end result I'm looking for is that when the state is changed to "closed incomplete", the "mark_closed" business rule kicks in and marks the incident "current.active = false;". However, when I mark an incident as "closed complete", it's still showing up in the "open" incident queue, indicating the incident as still active.

Can someone help?

Thanks.

[sgrison]

You can use the TaskStateUtil function to set which states are inactivate/active per task table. See the following wiki article:

http://wiki.service-now.com/index.php?title=TaskStateUtil