Incident state automatically changes from On hold to In progress

[Sandhya23]

Hi All,

I am currently trying to fix an issue where an incident automatically changes from On Hold to In Progress state by the system immediately after a user updates the incident to On Hold with On Hold reason as Awaiting User and saves it.

The requirement is: that the incident should remain on Hold and not auto change to In progress, it should only transition to In Progress when an end user updates any customer comments on the incident.

I want to troubleshoot this issue and find what is triggering a state to change automatically from On hold to In progress at the backend, How could I do that, any help would be appreciated.

Regards,

[Dr Atul G- LNG]

Hi @Sandhya23 

Want to one thing, is the caller and assigned to is same by any chance in that incident? If yes, then state will never go on on hold. 

[Sandhya23]

Hey Atul, no not really, they are different users.

[Sohail Khilji]

Hi @Sandhya23 ,

Check if there are any BR updating the state on incident table. I assume there is a miss-configuration of BR on incident table.

[Sandhya23]

Hi Sohail,

I checked that already but could not find any BR which is updating the state. Also can not find anything on the logs

What else can I check and how do I troubleshoot this ?