change from Resolved to In Progress

Kuma2
Tera Contributor

‎10-19-2018 08:13 AM

Hi Experts . 

Need your help

The state change on 16-10 14:13 looks like an additional comment that was added via the portal…which is not related to the inbound email issue (which is switched off).

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Team do you know what can trigger the state change from Resolved to In Progress?

 

I can only see a BR called incident reopen but that’s been running for a long time so you can probably rule that out

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Kalaiarasan Pus
Giga Sage

‎10-19-2018 08:21 AM

This is not something that people can just randomly guess. Is the state field editable for someone? From list view, form view? Is there parent-child relationship between incidents? What is your instance behavior when the parent is reopened?

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