@Black Coder There must be some custom business rule or client script which is changing status of incident record to New state. But we are using "grIncident.setWorkflow(false)" in our script which will prevent execution of any business rule or client script.
To replicate this issue, I created custom business rule which is changing the status of incident record from "Closed" to "New" when assignment group changes
I ran below code without setWorkflow(false), then it changed state of incident to New because business rule got executed
var grIncident = new GlideRecord('incident');
if (grIncident.get('470af5afa9fe198101b324dd773ef379')) //incident sys_id
{
grIncident.setValue('assignment_group', '8a4dde73c6112278017a6a4baf547aa7', 'Software');
grIncident.update();
}
I ran below code with setWorkflow(false), then it does not changed state of incident to New because business rule didn't executed
var grIncident = new GlideRecord('incident');
if (grIncident.get('e329de99731423002728660c4cf6a73c')) //incident sys_id
{
grIncident.setValue('assignment_group', '8a4dde73c6112278017a6a4baf547aa7', 'Software');
grIncident.setWorkflow(false);
grIncident.update();
}
Could you please share screenshot of script which you are executing
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