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

[Allen Andreas]

Hi,

I'm happy you found the solution!

I believe my reply was the Correct answer seeing as your solution was you moved the BR to later in the order? I mentioned that above.

Did you end up doing something else instead?

Otherwise, future readers may get confused on what actually was the answer as you did not do anything with the BR mentioned above?

Please mark as Correct, if applicable. Thanks!

[Maxwell3]

Hello Allen,

I marked the answer as correct because "Change state on closed Insert" business rule seems like the one that was affecting the Business rule I created. I changed the order to my BR before posting this but it did not help until I changed the order to "Change state on closed Insert" BR. But your suggestion was very helpful as always, and it was a "mixed bag" of helpful suggestions that helped me come to this solution.

P.S: Congratulations on your MVP Award!!!

[Allen Andreas]

Thanks!

No worries. I guess I was more so worried about future readers for this because the reply you marked as correct told you to inactivate that BR...which I don't think you did?

And to also add a condition to your BR, which that too I don't think you did?

Anyways, what's correct to you is what matters. In the end...your BR is now last or towards the end, which is what I thought may fix it.

Thanks and take care!

[Alok Das]

Hi Maxwell,

I tried to replicate the issue in my PDI but I don't see any issues.

However, I see that you are not using any advance features in Business rule, could you please give a try by unchecking the advanced check box. 

Advanced: False

Insert : True

Update: True

Condition:

Assignment Group is Support

Set Field Values:

state to Closed

Kindly mark my answer as Correct and Helpful based on the Impact.

Regards,

Alok

[Alok Das]

If above does not work then try with Incident state to closed instead of state.