incident state is changed to "awaiting user info" it is automatically setting again to "Active"

[phr]

Hi All,

I have an issue, where only when the incident state is changed to "Awaiting user Info" on an incident form it automatically gets back to "Active" state.

Can anybody help me on this.

Thank you

[Community Alums]

Hi @phr ,

It sounds like there might be a business rule or script running in your ServiceNow instance that is automatically changing the incident state back to "Active" when it is set to "Awaiting User Info".

You can also take a look - that there are no field dependencies or reference qualifiers on the incident state field that might be causing unexpected behavior.

Please take a look at script include and workflows that can be a cause too.

Mark my Answer Helpful or Accept Solution if it resolves your issue.

[Robbie]

Hi @phr,

Can you provide any further detail or context? For example, is the state update after a certain time period? Is the update consistent across all use cases or does it only happen under certain conditions? Have you checked the record history as to whether the update is performed by the system or specific event or a user?

I'd check for Business Rules, Scheduled Jobs, and possibly any workflows that may be associated (Although Incidents aren't typically associated to workflows) to start with.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

[Karunakaran]

Hi @phr ,

As mentioned by others, there are many scenarios in which this can happen. You need to check all the related objects in that particular table. This also depends on the customizations done in your instance.

In general, the business rule or workflow updates the incident back to in progress from awaiting user info based on the user comment update.

In your case, you need to check, if there is any Business rule.

Thank you.

Regards,

Karunakaran.