INC's state automatically changes from New to In Progress after renaming a Group in Production

curbabel
Tera Contributor

My team has renamed a group in production. Since then, all incident records made after that automatically have the state changed from New to In Progress shortly after they're created. This does not happen in DEV nor in TEST. We've tested every business rule on the incident table as well. Can someone please help me by giving suggestions as to what/where I should look into to resolve this issue?

1 REPLY 1

Brian Lancaster
Tera Sage

There is a business rule that changes the state from new to in progress when the incident is assigned to a user. I'm not sure how renaming a group would have made it do this after creation. The business rule is called "Incident State Active on Assignment". 

Is this happening to all incident or is it happening to ones that come in via a record producer or inbound action?