Incident not reset state after new team is assign
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‎10-24-2023 05:37 AM
Is there a reason why OOB does not reset the state to "New" when assigning incident to a new group?
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‎10-24-2023 06:27 AM
The Incident is still in progress just with another group. I don't see why it would go back to new after it has been partially worked.
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‎10-24-2023 06:48 AM
If a new group is assign to but nobody in the new group picks up the ticket, is it miss leading to the caller that is "In Process" but nobody is working on it?
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‎11-05-2023 09:08 AM
It is a problem that you should resolve on a governance and service management level.
When a ticket is created - the state is New. When someone picks up the ticket from the queue, then that record is In Progress and it does not matter if a new group was assigned to it. That might happen a lot of times during the lifecycle of a record. I would suggest creating SLAs to check if proper groups are resolving tickets fast enough. Also, a Dashboard with queues to monitor records states with SLA breaches would help you too.
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‎11-10-2023 04:07 AM
It can be a bit annoying when OOB doesn't reset the state to "New" when you're assigning an incident to a new group. It would make things cleaner and more organized, in my opinion.
