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