Incident States Not Appearing on Report Filters
When reporting on the Task Table and filtering by State, some incident states will not appear on the dropdown menu of available states. This is because we are using some custom Incident states that have different descriptors on the Task Table than they do on the Incident Table.
A state that has one name on the Incident table has an entirely different name on the Task table, and the report filter currently requires you to know the Task state that correlates with the Incident state you need to filter on. This only applies to reports on the Task table. Reports run on the Incident table will display the appropriate Incident states.
Use the table below as a reference for which task states correlate with which incident states.
(May Not Appear in Filter)
(Appears in Filter)
|Pending Change||Closed Abandoned|
|Pending Problem||Closed Complete|
|Assigned||Work In Progress|
|Work in Progress||Closed Incomplete|
|Customer Responded||Customer Responded|
|Pending Customer||Pending Customer|
Please note that some states are active states on an Incident but not on a Catalog Task (i.e. Closed Complete, Closed Incomplete). If you wish to report only on active states, a better option might be to use "Active is TRUE" filter.
Alternately, you could set up a filter that separates by Task Type. Example filter:
Task Type is Catalog Task
State is one of Open, Work in Progress, Pending
Task Type is Incident
State is one of Open, Work in Progress, Closed Incomplete, Customer Responded, Pending Customer, Completed, Closed Complete, Closed Abandoned