Incident State - On Hold = 3, shows as Closed Complete
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07-18-2017 08:55 AM
In the Incident module, the State = On Hold has an integer value of 3. In the base Task table, 3 = Closed Complete. Because of this, when the user does metrics on the Task table, Incidents that are On Hold are showing in the Closed Complete bucket. My users need to do their metrics off of the Task table so they can get a global view of their open tasks. There are already Choices setup for the Incident States on the Task table but no Dictionary Overrides.
Is the only way to fix this to change the Incident - On Hold state to another value? Or, can I do some sort of Dictionary Override? This same issue is in other places, anywhere the State value = 3 but the state is not closed in the extended table (e.g. Problem, Demand).
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Incident Management
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07-18-2017 09:20 AM
Hi Dena,
Only possible way would be to create a metric for each table (Incident metric/change metric etc.). Metric on Task will always be the same & would not help.
We do have some OOB Metric for incidents that can be used.
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07-18-2017 10:57 AM
If I change the integer value for that state to one that is not used on the Base Task table for something else, wouldn't that work?
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12-15-2017 06:31 AM
We just upgraded to Jakarta and as part of this upgrade, I chose to upgrade our states to the oob that was part of the Helsinki. I am having issues now with my gauges because of this. Our gauges use the task table. A 3 on the task table is Closed Complete. A 3 on the incident table is On Hold. Because I only want to see active requests, ie state is not closed, resolved, etc., the On Hold incidents are not showing. This is a huge problem that I didn't notice in my testing. I want to try and be as close to oob with this, but I'm guessing I won't be able to? How come when these states were changed in Helsinki, the mapping of the '3' wasn't consistent across extended tables??
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03-10-2020 08:40 AM
I know I am a few years behind, but, since I am here, I assume others will also be looking...
I changed the Value for On Hold (Incident [Incident] table) to 31 (no particular reason, just that it was listed ascending by Value).
The existing tickets set to On Hold changed their State to show "(3)". This did not change on the report from showing the State as Closed Complete.
One ticket was updated from State (3) to On Hold and this is showing the State correctly on the report.
Doing it the other way round (i.e. changing the Value for Closed Complete) pulled a different state "Closed" on the report.
I have not yet implemented this to the live environment, if anyone has tried this before and experienced issues, please let me know.
