Cannot change CASE state from New to Open

[Javier Tirado1]

I have a requisite when a Case is initiated as Request to change the state automatically to Open. The problem is, I cannot update the state (even through Business Rule) until I set an 'Assigned to' user. I'm trying to search for this rule to deactivate it, but I cannot find it. Can it be deactivated? Where is it?

[Maik Skoddow]

Hi @Javier Tirado1 

if you mean with CASE a record from table "sn_customerservice_case": I tried in my PDI and was abel to change its state to "Open" without any value in the "Assigned to" field.

Therefore, please provide more details and check whether any customizations could be conflicting in your situation.

Maik

[Javier Tirado1 · Accepted solution]

At the end, I managed to surpass the constraint via a Script Include on the Global scope. It worked fine.

To clarify, I have the cross-scope access alright between the Applications, I don't know, something might be off, but this solution worked fine.