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Map Status Code Values
Keep automation and system fields synchronized with the status values that users see by mapping the related Service Request fields.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer editions with IT Service Management, IT Asset Management, or Employee Service with Unified Catalog. |
| User Permissions Needed | |
|---|---|
| To map Service Request status code values: | IT Service Management Admin User |
Service Request uses two related status fields. The static Status Code field provides consistent values for automation and system behavior. The dynamic Status field contains the standard and custom values that users see. Mapping the fields keeps their values synchronized after manual and automated updates. See Unified Catalog Process Types: Case, Incident, and Service Request.
Map all values on the Map Service Request Picklist Values page. Complete mappings help system fields update correctly. For example, Is Closed updates only when a dynamic status is mapped to the static Closed status code.
- From Setup, in the Quick Find box, enter Service Request Picklist Values Mapping, and then select Service Request Picklist Values Mapping.
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On the Map Service Request Picklist Values page, review the
mappings.
The table lists static Status Code values and the corresponding dynamic Status values.
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For each static Status Code value, select the corresponding dynamic
Status value.
Tip The list includes all dynamic status values available on the Service Request object, including custom values that you added in Object Manager. - Save the mappings.
The mapped fields remain synchronized when a user or automation updates a Service Request status.
