State modification examples

Follow these examples for modifying the states of incidents and change requests.

Before you begin

Role required: admin

Procedure

  1. Navigate to System Definition > Choice Lists.
  2. At the top of the list, construct a list filter like the following:
    • Table: incident
    • Element: incident_state
  3. Run the filter.

    Notice that the Closed state has a value of 7 and the Resolved state has a value of 6. Any state greater than or equal to 7 is assumed to be inactive. Therefore, you should use a positive integer greater than 7 if you want to add a new inactive-type of state. Use a negative value like -1 or -2 if you wish to add a new active-type of state field, such as Awaiting Vendor.

  4. Navigate again to System Definition > Choice Lists.
  5. At the top of the list, construct a list filter like the following:
    • Table: change_request
    • Element: phase_state
  6. Run the filter.

    Notice that the Complete state has a value of 8. Any state greater than or equal to 8 is assumed to be inactive. Therefore, you should use a positive integer greater than 8 if you want to add a new inactive-type of state, such as Cancelled. Use a negative value like -1 or -2 if you wish to add a new active-type of state field, such as Pending.