Incident reassignment: auto state change + mandatory work notes (multiple conditions)

[nameisnani]

Hello Community,

We have the following requirements on the Incident table and are looking for the best practice approach.

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Requirement 1

• When an Incident is reassigned to another assignment group (queue)

• AND the current state is On Hold

• The state should automatically move to In Progress

• Work notes must be mandatory during this reassignment

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Requirement 2

• When an Incident is reassigned to another assignment group (queue)

• Irrespective of the current state

• Work notes must always be mandatory

I have used this Before update BR - is there in any issue in mu BR 

What is the recommended approach to handle both requirements together?

can anyone please help me with this requriment . 

please provide us script

[nameisnani]

@Ankur Bawiskar  sure i will test and update you 

[nityabans27]

Hi,

Use ONE Before-Update Business Rule on Incident.

Logic:

1. Run only when assignment_group changes

2. Always require work notes (all states)

3. If previous state = On Hold → set state = In Progress

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✔ Business Rule Script (final)

(function executeRule(current, previous) {

    // Run only on reassignment
    if (!current.assignment_group.changes()) {
        return;
    }

    // Work notes mandatory
    if (!current.work_notes.toString().trim()) {
        gs.addErrorMessage('Work notes are mandatory when reassigning an incident.');
        current.setAbortAction(true);
        return;
    }

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

})(current, previous);

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✔ Why this works

• Covers both requirements together

• Works for UI, API, email, integrations

• No duplicate rules, no UI-policy gaps

This is the correct production approach.