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,

[Ravi Peddineni]

@Sandhya23 Check this OOTB business rule: /sys_script.do?sys_id=162581e087133200b4ae6c5837cb0b1a

[Sandhya23]

Hi Ravindranath,

There is no such Business rule in the system, I checked both my PDI and client ServiceNow. I cannot find it.

Regards,

Sandhya

[Dr Atul G- LNG]

Hi @Sandhya23 

I am sure you checked the BR and other policies but I would like to know, how you are updating or moving the record to on hold. can you give me steps,

I tried in PDI and it is working as expected. 

[Sandhya23]

Hi Atul,

It is not an issue in the PDI, it is just a problem in my client ServiceNow. below are the steps that I follow:

1. Login to the system

2. Fill in all the mandatory details in an incident form and submit the incident.

3. change the state to In progress with assigned to field value added and save the record

4. change the state to On hold with on hold reason as Awaiting caller and comments and worknotes filled in as they are mandatory. Hit the save button

5. Now the state auto changes back to in progress.

this is not an issue with other on hold reason values,

[Dr Atul G- LNG]

Hi @Sandhya23 

It is very specific now, 

1. Check is any BR running on page?

2. Any flow has been attached?

or caller and assigned to is same ( which you already said not a case)

Else log a Now Support case.