Assess state on problem

[Shabbir1]

Hi Team,

when we are crating problem if we are filling the "assigned to" ticket is going into "assess " state but in our customer instance on problem we have region field if the region is "USA" & if problem creator fill the assigned to as well while creating the Ticket state should be in 'NEW" state only not "assess" can anyone help me how to achieve this 

[Dr Atul G- LNG]

Hi @Shabbir1 

There is an out-of-the-box business rule on the problem table that triggers as soon as the "Assigned To" field is filled. You'll need to modify it according to the requirements.

Also, why do you want to keep the state as "New" even though the "Assigned To" field is filled? That’s not the correct practice.

[Amit Verma · Accepted solution]

Hi @Shabbir1 

This behavior is being controlled by OOB Business Rule - Update Problem State to Assess. You can either modify this BR or deactivate this one to create a new one for your requirement.

Link to BR - https://<your_instance_url>.service-now.com/now/nav/ui/classic/params/target/sys_script.do%3Fsys_id%3D5e0a54b0c7715010c24ae122c7c260f1%26sysparm_view%3D%26sysparm_domain%3Dnull%26sysparm_domain_scope%3Dnull%26sysparm_record_row%3D61%26sysparm_record_rows%3D62%26sysparm_record_list%3Dcollection%253dproblem%255eORcollectionINproblem%252ctask%255eORDERBYname

Thanks and Regards

Amit Verma

[Shabbir1]

Thank you so much @Amit Verma  i will update this business rule condition as region is not USA so that our requirement will be fulfill

[Amit Verma]

@Shabbir1 

Glad to know I was able to assist you. Can you please mark the answer as correct and helpful for others to follow?