Case is Stuck in New status

[AnishG]

There is a incoming case that arrived in to our queue and is in NEW status and we are unable to move it to In progress state.  What could be the reason and how to fix this. This is just for one case and other cases we are able to move to in progress.

[Laveena_A]

Hi @AnishG 

Use Access Analyzer in order to simulate the ACL to see if there any restriction.

1. In Filter navigator Go to Access Analyzer > Analyze Permissions

2. It will give you a form, where you can add record and check the access.

3. Once you click on "Evaluate Access" button, it will show the results & you will know the ACL which is causing the issues, thus you will know if this particular record is missing out any data or have any special conditions.

Let me know if it solves the issue!

[AndersBGS]

Hi @AnishG 

have you looked if any rules/scripts are blocking? Have you looked at the workflow.

[GlideFather]

Hi @AnishG do you know how was that Case created? Backend, Portal, integration, script...?

[AnishG]

The case was created by an internal user and appears to be a one-off. All other cases created do not have this issue.