question Re: Do the IncidentState constants in our instance have an incorrect value? in Developer forum

Do the IncidentState constants in our instance have an incorrect value?

aspeed — Fri, 28 Sep 2018 22:04:18 GMT

We recently observed that Incidents set to the Canceled status were remaining Active. While investigating I reviewed the Incident mark_closed business rule and noticed its condition was set to current.incident_state == IncidentState.CLOSED || current.incident_state IncidentState.CANCELED. Curious, I opened the IncidentState Script Include and found the following:

var IncidentState = Class.create();

IncidentState.NEW = IncidentStateSNC.NEW;

IncidentState.IN_PROGRESS = IncidentStateSNC.IN_PROGRESS;

IncidentState.ACTIVE = IncidentStateSNC.ACTIVE;

IncidentState.ON_HOLD = IncidentStateSNC.ON_HOLD;

IncidentState.AWAITING_PROBLEM = IncidentStateSNC.AWAITING_PROBLEM;

IncidentState.AWAITING_USER_INFO = IncidentStateSNC.AWAITING_USER_INFO;

IncidentState.AWAITING_EVIDENCE = IncidentStateSNC.AWAITING_EVIDENCE;

IncidentState.RESOLVED = IncidentStateSNC.RESOLVED;

IncidentState.CLOSED = IncidentStateSNC.CLOSED;

IncidentState.CANCELED = IncidentStateSNC.CANCELED;

which drove me to the IncidentStateSNC Script include where I found the following:

var IncidentStateSNC = Class.create();

IncidentStateSNC.NEW = "1";

IncidentStateSNC.ACTIVE = "2";

IncidentStateSNC.IN_PROGRESS = "2";

IncidentStateSNC.ON_HOLD = "3";

IncidentStateSNC.AWAITING_PROBLEM = "3";

IncidentStateSNC.AWAITING_USER_INFO = "4";

IncidentStateSNC.AWAITING_EVIDENCE = "5";

IncidentStateSNC.RESOLVED = "6";

IncidentStateSNC.CLOSED = "7";

IncidentStateSNC.CANCELED = "7";

Is it correct that the CLOSED and CANCELED states have the same value? I think the following should be true:

IncidentStateSNC.CANCELED = "8";

Should I correct the constant value for IncidentStateSNC.CANCELED?

Re: Do the IncidentState constants in our instance have an incorrect value?

Ahmmed Ali — Sat, 29 Sep 2018 00:29:26 GMT

As i am able to see in my instance, IncidentStateSNC SI is read only based on protection policy.

and below is the actual code in the SI.

var IncidentStateSNC = Class.create();

IncidentStateSNC.NEW = "1";
IncidentStateSNC.IN_PROGRESS = "2";
IncidentStateSNC.ACTIVE = IncidentStateSNC.IN_PROGRESS;
IncidentStateSNC.ON_HOLD = "3";
IncidentStateSNC.AWAITING_PROBLEM = IncidentStateSNC.ON_HOLD;
IncidentStateSNC.AWAITING_USER_INFO = IncidentStateSNC.ON_HOLD;
IncidentStateSNC.AWAITING_EVIDENCE = IncidentStateSNC.ON_HOLD;
IncidentStateSNC.RESOLVED = "6";
IncidentStateSNC.CLOSED = "7";
IncidentStateSNC.CANCELED = "8";

IncidentStateSNC.prototype = {
initialize: function() {
},

type: 'IncidentStateSNC'
};

if you can update the SI then it is good. else update the BR condition accordingly.

Thanks,

Ali

Re: Do the IncidentState constants in our instance have an incorrect value?

aspeed — Sat, 29 Sep 2018 02:17:06 GMT

Thank you Ali, I saw the same read-only protection level message on the Script Include record. I wonder why our instance has a different value for CANCELED. We’re on Kingston Patch 6, what version is your instance?

Re: Do the IncidentState constants in our instance have an incorrect value?

Ahmmed Ali — Sat, 29 Sep 2018 08:13:15 GMT

Hello,

my instance is also on Kingston patch 6.

Please check if version history is available for the script include to check when it changed.

also connect with HI Support to update the values in script include.

Thanks,

Ali

Re: Do the IncidentState constants in our instance have an incorrect value?

aspeed — Sat, 29 Sep 2018 12:41:30 GMT

The IncidentStateSNC Script Include has no Update Versions which is odd. I will contact HI support to see if an update is available.

Re: Do the IncidentState constants in our instance have an incorrect value?

Ahmmed Ali — Sat, 29 Sep 2018 16:47:19 GMT

Please let me also know the update from HI support. Thank you.