Incident State - On Hold = 3, shows as Closed Complete

[denam_]

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).  

[Olivier2]

Hi Andy,

I`m having the same issue today and I`m wondering if what you've done, changing the Value of on Hold, worked and not caused any issue.

Thank you in advance

Olivier

[J Shone]

This is nasty and really badly designed.  

Incident state 3 = On hold

Task state 3 = Closed/Complete/etc

When you are interrogating records at the task level it becomes difficult.

The solution we've found is to use the incident_state field in the conditions to find/exclude incident on hold recs.

Poor OOB design though overall to have mismatched lifecycle state values across Task.

[koliva]

Totally agree!   It is poor design.  And to try and explain this to basic end users who want to write reports is not easy.

[bvlo]

I ran into this issue (again) today. FWIW - here is the link to the Idea you can up vote as well as some of the workarounds SN may implement -> https://community.servicenow.com/community?id=view_idea&sysparm_idea_id=995f06ffdbcac81013b5fb243996193e&sysparm_idea_table=x_snc_com_ideation_idea&sysparm_module_id=enhancement_requests

[dancovic2903404]

New URL:

https://support.servicenow.com/ideas?id=view_idea&sysparm_idea_id=995f06ffdbcac81013b5fb243996193e&s...