Incident state to in progress when assigned to

[SW7]

Hi Community,

How do you change the incident state from New to automatically show "In Progress" on incident assignment?

Many thanks

Steve  

[Ankur Bawiskar]

Hi,

you can have before update BR on incident table with condition as

Assigned to changes or Assignment Group changes and either of them are not empty

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Kunal Varkhede]

Hi,

In Addition,

Try with Actions sections to set state to in Progress directly without using scripting and use Before Update Business Rule.

Check below screenshot

Use Actions Section:

State To In Progress

Please Mark correct/Helpful answer if it help you in any way

Thanks,

Kunal.

[MrMuhammad · Accepted solution]

Hi Steve,

In our case we flip the incident status to In progress when assigned_to is filled in not when Assignment group is filled in. If that's the use case you are following then you can use Before update BR with following conditions.

Incident State = new

Assigned to [is not empty]

In the Action tab you can set Action as 

Incident State [to] in progress 

Please mark this correct & helpful if it answered your question.

Thanks & Regards,
Sharjeel

[Renu4]

Hello Muhammad,

I hope you can help me.

I want to change the ticket as soon as a particular user creates a ticket.

User: Service_Audit

i have tried creating a BR but i am not sure when should i run this.

If i create a before  rule on update the ticket gets resolved if not this is not working .This is confusing me .Can you guide.I have the images for reference of what i am doing.

Thank you in advance

Renu.