Business Rule is not working on "insert"

[Maxwell3]

Hello all,

I created a business rule that is supposed to close an incident when it is submitted. I am using the Business rule conditions, I am not using the Advanced script but I will if I have to. The Business rule only closes the Incident on "Update"  and it does not close it on "insert". This is what I have below. Is there another BR overriding the one I have, overall this is a fairly straight forward BR. I am not doing any Advanced scripting conditions.

When = before

Table = Incident

insert = true

update = true

Conditions:

Assignment Group = Support

Set Field Values:

State = Closed

[asifnoor · Accepted solution]

Hi,

I assume there is already OOTB Business rule "Change state on closed Insert". Check it once and make that inactive.

And in set values set incident state also to closed along with state.

Kindly mark the comment as a correct answer and helpful if it helps to solve your problem.

Regards,
Asif
2020 ServiceNow Community MVP

[Maxwell3]

Hello Asifnoor,

Instead of setting "Change state on closed insert" to inactive, I just changed the order, so it is further down. I am not comfortable inactivating anything that is OOTB in servicenow. 

Why is the business rule "change state on closed insert" even there?

[asifnoor]

Hi Maxwell,

yes, that makes sense.

The OOTB BR is to close incident if there is a incident created with incident state as closed. 

Mark the comment as helpful if it answers your question.

Regards,
Asif
2020 ServiceNow Community MVP

[Allen Andreas]

Hi,

You could also look at using the debugging feature for business rules: https://docs.servicenow.com/bundle/orlando-application-development/page/script/business-rules/refere...

Can also check order on this BR? Is it first? Last? Try making it last?

Try "after" instead of "before", as well and see.

Please mark reply as Helpful/Correct, if applicable. Thanks!