Explanation
The Change Management process flow is displayed in the Process Flow Formatter at the top of the Change Request form. If a new state is added or the label for a Change type is to be changed, the Process Flow must be updated.
ChangeRequestStateHandler* includes:
* Constants to use when referring to Change States within code.
* Functions such as isNext, moveTo, canMoveTo, canMoveFrom, getNextStates, getStateName, getStateValue, isOnHold.

Explanation
The Resolve Incidents UI Action acts ONLY on related Incidents that are in a State of On Hold with an On Hold Reason of Awaiting Problem. When triggered, t he UI Action will set all Incidents that meet these conditions to a State of Resolved and will set the Resolution code and Resolution notes.
Updating the Problem record won't update the associated Incidents. The Resolve Incidents UI Action must be used to update the incidents.

Explanation/Reference:

Workshops don't intend to recreate what the customer has in place today in a new system, but rather it aims to align the customer's processes with ServiceNow best practices.