how we can set choice if it's not available on the form?

[Community Alums]

hi all,

When an incident is assigned to a different assignment group when the incident state is In Progress or On Hold,  then we need to change the incident state to New.

how we can achieve it we written onchange client script to set state to new when assignment group change but it's setting the filed value to '1' after save it's showing to new 

can anyone help me on this

thanks

[Dr Atul G- LNG]

Hi @Community Alums 

As per Best practice, once an incident assigned to any group, it moved to In progress and we should not bring back to new, it may impact SLA and other OOTB logic. Also in this case you will not able to get the exact SLA timings.

Please share the snippet of code, tochekc why it is showing 1.

[Community Alums]

Hi @Dr Atul G- LNG ,

Actually we need impact in our SLA when ever assignment group get change it's should assign new SLA instead of continuing with old SLa for new assignment group

what type of OOTB logic can we me one eample

below is the code we tried

Thanks

[Dr Atul G- LNG]

Hi @Community Alums 

That is wrong way, use OLA and track that. OLA are more helpful in this case.

put 1 in Single quotes.  in set value

[Community Alums]

Hi @Dr Atul G- LNG 

I have tried the solution still is not working

Thanks