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Unified Catalog
Map Status Code Picklist Values for Service Request Object

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Map Status Code Picklist Values for Service Request Object

Map the static Status Code Picklist values to the dynamic Status Picklist values on the Service Request object.

Required Editions

Unified Catalog Editions and Permissions.
User Permissions Needed
To map status code picklist values: IT Service Management admin user

This required configuration synchronizes the two fields, allowing out-of-the-box automations that rely on static codes to function easily while providing the flexibility for Salesforce admins to customize the end-user facing dynamic status names. Mappings keep both fields in sync, regardless of whether an automation or a manual update triggers the change. See Unified Catalog Process Types: Case, Incident, and Service Request

Note
Note

We recommend mapping all values on the Map Service Request Picklist Values page. This mapping makes sure that system fields populate correctly. For example, the Is Closed field updates only when a dynamic status is mapped to the Closed static status code.

  1. From Setup, in the Quick Find box, enter Service Request Picklist Values Mapping, and then select Service Request Picklist Values Mapping.
  2. On the Map Service Request Picklist Values page, review the mappings. The table shows the static Status Code Picklist values on the left, and a dropdown for the dynamic Status Picklist values on the right.
  3. Map each static enum value from the Status Code Picklist Values field to a dynamic status.
    Tip
    Tip The dropdown lists all dynamic status values currently available on the Service Request object, including any custom values you've added through the Object Manager.
  4. Save the mappings.
 
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