How to get back to out of box for Incident State and On Hold Reason
First, I tried to find "revert to out of box" in upgrade history for the incident state and incident on hold reason, but could not find where these changes were skipped during upgrade.
We want to revert the incident state field to out of box selections and use the On Hold Reason field. I know I can manually change the state field choices and manually create the on hold reason field to match out of box, but I really want to revert and use system fields, not custom fields. I tried to XML the "hold_reason" field from my developer instance to our sandbox (westarqa) instance, since our incident table does not have that field. The element was added to our dictionary, but it did not add the column label for the entry. The column label field was blank. I tried to enter the correct label, but after saving, the column label field was blank again.
These are the steps I was following to try to achieve reverting:
1. Update the dictionary with the hold_reason element by XMLing from developer instance to sandbox instance
2. Set the On Hold Reason field for Incidents with state values set to Awaiting User, Awaiting Vendor, etc., to the correct On Hold Reason.
3. Update the dictionary with the state element by XMLing from developer instance to sandbox instance
4. Set the incident state field for Incidents with On Hold Reasons to "On Hold"
