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

[collfit]

goranlundqvist Hi I'm wondering if you can help me with this

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.

[Goran WitchDoc]

sure collfit,

Here it is from Patch 8. Last changed 2016-02-29.

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'

};