Something that we are currently running into in our SN instance is that we have added new Incident State options to our Incident form and most of the values of these new states are already used elsewhere on the Task table. For example, we have a new Incident State named "Awaiting Task" and it's value on the back end is "8". There is also a state for the Chat Queue Entry table named "Closed Abandoned" and it's value is "8" as well. When you view the Incident from the Task List view, it says "Awaiting Task" but if you run a report from the Task table and group them based on State, it shows as "Closed Abandoned".
The Incident State values that don't evaluate to another value on the State table already, show the same value in the Task view as the Incident view. For example, we have an Incident State called "Resolved Pending Validation" and it's value on the back end is "10", which doesn't equate to anything on the Task table so it shows as the same thing from the Task view.
We have a business rule running on the Incident table that copies the Incident State value to the State value as the Incident State changes. Here is the condition:
if (current.incident_state.changes()) {
current.state = current.incident_state;
}
Basically what we are trying to avoid is having a Dashboard breakdown of open Tasks and the States that they are in and having a column that is showing "Closed Abandoned" for those Incidents that are really in an "Awaiting Task" state.
Anyone have any thougths that doesn't require me to change the value of the Awaiting Task state on the back end?
