Hello @Hanook
Whenever you submit the incident form, a new record is created i the "incident " table within the database. the default initial state is "New" (this is for all newly created incidents), this is a system-level setting (state model). but these state transitions are influenced by business rules (
Incident State Active on Assignment - this BR will change the state of an incident to another), after your incident is created.
in case you want to change the state from new to open, whenever an incident is created or submitted, then you need to change the default state by creating one more business rule.
pls go through this state model flows, and support documents, this will help you.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564465
https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/incident-management/c...
Regards,
PaulSylo
Kindly mark "helpful", if this helps, or Mark as "Accepted " if it solves your issues !
