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 

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.

[nameisnani]

@yashkamde @Tanushree Maiti 

I have written below Business rule - before update - it is working fine , but the problem is reassignment avitiies is not showing in activite logs in incident .

(function executeRule(current, previous) {

    // Run only on update
    if (current.operation() !== 'update') {
        return;
    }

    // Check if reassignment happened
    if (current.assignment_group.changes()) {

        // Requirement 2: Work notes mandatory for any reassignment
        if (gs.nil(current.work_notes)) {
            gs.addErrorMessage(
                'Work notes are mandatory when reassigning an incident.'
            );
            current.setAbortAction(true);
            return;
        }

        // Requirement 1: If previous state was On Hold, move to In Progress
        if (previous.state == 3) { // 3 = On Hold
            current.state = 2; // 2 = In Progress
        }
    }

})(current, previous);