Assigned to User not able to change the incident State to On-hold because of Business Rule

[sattar3]

Hello All,

In incident form if the Assigned to person is also present Watchlist then he was unable to change the Incident state to On-hold.

Please check the attached screenshot.

We figured it out this is because of the below Business Rule Conditions.

BR When to Run condition:

BR Actions: In action setting the state as In-progress.

There is no Script in the BR.

Now the requirement is if the Assigned to Person is also a member of Watchlist then he can able to change the state to On-hold. How we can modify the BR conditions or do we need to write script to achieve this.

The User can able to change the State to On-hold if he is not member of watchlist, if he is member of watchlist this is the issue.

Please help me on this.

@Ankur Bawiskar @Community Alums @Dr Atul G- LNG @Mark Roethof 

Thanks,

Sattar

[Dr Atul G- LNG]

Hi @sattar3 

Dont take me wrong, but what is the sue case of same?

[sattar3]

@Dr Atul G- LNG  Thanks for the reply.

The logic is if the assigned to person is also available in watchlist then we need to give access to change the State to On-hold.(the above business rule is restricting this access)

Existing scenario:  Watchlist members can not able to change the state to On-hold even the user in assigned to field.

If a member is not in assigned to and member of watchlist then he can't able to change the state to On-hold, only assigned to member can able to change the state to On-hold.

Expected Scenario: If the user is member of watchlist and assigned to field then also he wants to change the state to On-hold.

Thanks,

Sattar

[Dr Atul G- LNG]

Hi @sattar3 

But why you want same user in 2 place, assigned to and watch list as well? 

[sattar3]

@Dr Atul G- LNG  they want that scenario as well as per the customer point of view.

Please help me on this to achieve this.