incident state

[solanovale]

I have this requirement:

New incidents can only be submitted in new status, but if assignment group and assigned to are filled, record will save once in new state and will update automatically to in progress and save again. The reason for this is to always have the response SLA created and attached to incident records. 

I have tried with business rules and on submit client scripts, but the ticket always goes straight to "in progress" instead of saving first in "new". Does anyone have any advice on this? thank you in advance

[Dr Atul G- LNG]

Hi @solanovale 

Logically,  as soon as Incident assigned to a agents it means it is no more in new state and agent started working on same. It is as per design and I will recommend don't change this, it will hv direct impact on SLA.

[solanovale]

The thing is the way SLAs are set up in this case is that the response SLA is set to initialize when the record is in state "New" and the resolution SLA when the state is "In Progress". If someone from for example Service Desk where to create a ticket and directly assign it during the creation process, the SLA for response will never start running. That is why they want it to first save in "New" and then move to "In Progress".

[Amit Pandey]

Hi @solanovale 

As recommended by Mr. @Dr Atul G- LNG Sir, don't change this OOB behavior instead ponder on your requirement.

Regards,

Amit