IncidentState.CANCELED and IncidentState.CLOSED constants both had a value of 7

[codycotulla]

After upgrading from Eureka to Helsinki patch 7 our IncidentState.CANCELED and IncidentState.CLOSED constants both had a value of 7.

I found that the values were set in the IncidentStateSNC script include.

The values were

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";

We fixed the problem by updating the script include with the values from a ServiceNow Developer instance

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";

I wanted add this to the community to see if anyone else has seen this, and also to spare someone the troubleshooting effort we went through.

Cody

[Goran WitchDoc]

Hmm.. strange.. I'm looking at a Helsinki P8 and it looks correct there. This is a clean Helsinki instance thou... Have you looked at what values the states have in the choice list?

//Göran

[codycotulla]

Hi Goran,

Our incident.state field does have a couple non-standard values that come from the fact our instance has been through several upgrades.

• New = 0
• Assigned = 1
• In Progress = 2
• On Hold = 3
• Resolved = 6
• Closed = 7
• Canceled = 8

In the version history for IncidentStateSNC, the update set for the version where both Canceled and Closed = 7 is

System Upgrades: glide-helsinki-03-16-2016__patch7-11-02-2016_11-08-2016_1607.zip

In my developer instance the values for IncidentStateSNC are what I expect.

Thanks,

Cody

[Goran WitchDoc]

Since this is in the IncidentStateSNC, which is OOB and nothing you can change, I would put a HI ticket for this. Sounds very strange and I sadly don't have a Helsinki with Patch 7 to see if it a common thingie.

You can also take a look at the known error portal to see if what the known P1 & P2 is with a certain patch.

Here it is: ServiceNow KB: Known Error Portal (KB0597477)

But I didn't see anything about that here for the P7.

//Göran

[collfit]

Hi Goran,

I'm wondering how your IncidentStateSNC looks in the Scripts Include for Version 8. Because I'm facing the same question Cody is facing but I would like to compare your version to see if it is different than what they have in version 7.

Thank You and have a nice day.