When i said:
If you have changed the dropdown list for “Status” so that it doesn’t fit the format required for a Dynamic dropdown, ( [PARENT ITEM NAME]_[CHILD ITEM NAME] )it won’t allow you to select values, thus none will show up on the listview / detailview / editview.
What i mean is, the “State” dropdown is the parent of the dynamic dropdown"Status"
Thus, for the “Status” dropdown field to show values, they must be in a certain format. ( [PARENT ITEM NAME]_[CHILD ITEM NAME] )
Using “State” and “Status” as an example it would be:
So, For the “Status” field to display “New” or “Assigned” as an option, the “State” field must be selected as “Open”
and, for the “Status” field to display “Closed” as an option, the “State” field must be selected as "Closed.
So, if the “Status” field has an item in its dropdown with no parent item, (I.e, the bit before the ‘_’), then it cannot display these options.
So, to answer your question:
what should be the same between status and state?
The parent item names in Status should be the same as the item names in State.
(i.e, “Open_New” in “Status” & “Open” in “State”)
To create a Custom Dropdown Field & list, this can be done through studio.
Go to Admin > Studio > Dropdown Editor
Click “Add Dropdown”
Create your dropdown list how you like.
Then go to Admin > Studio > Cases > Fields
And click “Add field”
Then choose type: “Dropdown” and fill in the fields how you like.
On the field “Drop Down List”, select the dropdown list previously created.
Then, you can add this field to the Edit view / Detail View / List View / Search view in Admin > Studio > Cases > Layouts > (Choose the view you want to add it to)
Hopefully that answers your questions!