How to auto-change Incident state from On Hold to In Progress on reassignment and make Work Notes ma

[nameisnani]

Hi Team,

I need guidance on implementing the following requirement in ServiceNow Incident Management:

Requirement:

When an Incident is currently in "On Hold" state and the ticket is reassigned (Assignment Group or Assigned To changes), the system should automatically update the State to "In Progress".

Additionally, during this transition, "Work Notes" should be made mandatory to ensure proper documentation of the reassignment activity.

Details: -

Current State: On Hold - Action: Reassignment (Assignment Group or Assigned To changes)

- Expected Behavior:

1. Incident State should automatically change to "In Progress"

2. Work Notes field must be mandatory during this update

If anyone has implemented a similar requirement, please share your approach.

please provide me the configuration steps to achieve thsi requirment 

Thanks in advance for your help!

[Tanushree Maiti]

Hi @nameisnani 

You can use a combination of a Before-Update Business Rule and a UI Policy for your requirement.

1: Create the Business Rule (Auto-Update State)

• Navigate to: System Definition > Business Rules and click New.
• Name: Auto-update to In Progress on Reassignment
• Table: Incident
• When: Before
• Update: Checked
• Condition Tab: State is On Hold AND [Assignment group changes OR Assigned to changes]

(function executeRule(current, previous /*null when async*/) {

        current.state = 2; // Set State to In Progress

})(current, previous);

 2.Create an onChange Client Script

• Navigate to System Definition > Client Scripts and click New
• Fill in the following fields:
1. Name: Make Work Notes Mandatory on Assignment Change
2. Table: incident 
3. Type: onChange
4. Field name: assignment_group

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

   if (isLoading || newValue === '' || oldValue === newValue) {

      return;

   }  

      g_form.setMandatory('work_notes', true);

}

3: Create a onChange Client Script for "Assigned to"

• Name: Make Work Notes Mandatory on Assignee Change
• Table: incident 
• Type: onChange
• Field name: assigned_to

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

   if (isLoading || newValue === '' || oldValue === newValue) {

      return;

   }  

   g_form.setMandatory('work_notes', true);

}

[nameisnani]

Hi @Tanushree Maiti 

opertaor changes is not there in ui policy .

[Tanushree Maiti]

Hi @nameisnani 

My Bad. Updated solution. check it. Use onChange client script.

[nameisnani]

@Tanushree Maiti  

when incident get created - worknotes become mandtory

- 

[Tanushree Maiti]

Hi @nameisnani 

In the client script , add a IF condition when old value not equal to new value , then set Work notes mandatory. do it for the both the script and share the result.