"Closed/Resolved" not showing in Problem 'State' choices

[patricklatella]

Hi all,

I'm implementing Problem for our organization...my requirements include having the options for the "State" field to be:

Open, Pending Change, Closed/Resolved, and "Closed/Deferred.

I'm seeing that these are OOTB except for "Closed/Deferred", which I've added to the State field for the Problem table.   My issue is, when I go to set up my choice list for the State field, I'm not seeing the "Closed/Resolved" choice.   Is there an OOTB box reason for this?   thanks!

[Mike Allen · Accepted solution]

There is a client script that hides it in other areas (like incident).   Look for an onLoad client script.   There is also a Task State script include that may do something.   Generally, it is hidden and handled in an automated way.

[Rajesh Mushke]

Hey Patrick,

i found this in release notes

Resolve problems

If a problem needs a change request to be resolved, it is possible to request a change that goes through the change management process. After requesting a change, the problem appears on a related list on the Change Request form. Change the problem state to Pending Changeafter associating the problem with a change request.

A business rule (SNC-ITIL-Close-related) automates the process of closing problems in Pending Change state when the change request is closed. If the problem is closed, another business rule (SNC - ITIL - Resolve Related Incidents) automatically sets the Stateto Resolved for all incidents associated with that problem whose State was On Hold and On hold reason is Awaiting Problem.

If the cause of a problem has been determined but there is no permanent fix, change the problem state to Known Error to communicate this fact. IT agents can click the Known Errors module and look for the issue they are investigating to reduce time spent on a similar issue. To communicate information related to a problem, you can open the problem and describe a workaround, create a knowledge base article, or create a news item.

Please Refer:

Problem Management process

[Kunal Jha]

Hi Patrick - Everything luks cool, It shouldn't behave like that, may be there is a client script on load or ui policy which is hiding the value 4 of the state. Have a check.

[Kunal Jha]

Mike Allen and I are both referring to the same . After I posted my answer I saw 2 more replies above me , i gues my page was open for a long time