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,

[MehulP772273099]

Hi Sandhya23

Can you please send that business rule which is changing the state from onhold to inprogress I have a similar requirement

[Tim Bridge]

hi Mehul, 

this is the BR: Incident State Change to In Progress

[Anil9866]

Hi @Sandhya23 , 

I've replicated the issue and it is persisting in my PDI as well and in my client instance.

So, the RCA is in this OOB BR ---> Incident State Change to In Progress(sys_id=162581e087133200b4ae6c5837cb0b1a)

RCA: You are being a caller; it won't allow you to set the onHold reason as Awaiting caller, since you're the caller here 😀.

Hope this answers the above issue.

Kindly mark this solution as helpful, if it aids you. 

If you've still any queries, I'm around.