Incident Status auto changes to 'Open' from Resolved.
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01-23-2025 10:02 PM
Here is the flow:
When the Analyst 'Resolves' the Incident an email goes to the requestor either to approve or reject the resolution. The hyperlink provided in the email redirects to the Service Portal. From the Service Portal user have the buttons 'Approve' and 'Reject'. When the requestor clicks on 'Approve' the status changing to 'Complete' but immediately in Native the status is auto changing to 'Open'. Didn't find an issue in the Existing workflow and BRs but unable to figure out what is causing the issue.
Appreciate the Help!
Thank you.
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01-23-2025 10:15 PM
Can you verify if the behaviour is happening only for some user or for all users.
Like , is admin able to make state complete even on portal and backend on clicking approve button
and for non-admin this is causing issue ?
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01-23-2025 10:21 PM
Yes, admin is able to make the state to 'Complete' even on portal and yes from the list view too changed the status to complete. Then immediately status changes to 'Open' Its for all the users.
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01-23-2025 10:24 PM
that means something wrong in scripting side in the workflow of incident,
check the incident business rules, scripts in workflow and identify what is changing back the status.
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01-23-2025 10:31 PM
Hi @SAS21
Check for conflicting BRs: A Business Rule could be firing when the status is updated. Specifically, look for any Before or After Update Business Rules that could be resetting the status back to OPEN.
Check the execution order of Business Rules. If you have multiple BRs with similar conditions, one might be overriding the other. Ensure that BRs are executing in the correct order, especially if they rely on each other.
Review the Workflow: Since you mentioned the workflow seems fine, double-check the flow after the user clicks on Approve. It's possible that the workflow contains a state change or transition that might be affecting the incident status.
I hope my answer helps you to resolve your issue, if yes please mark my answer helpful and correct.
thank you
Rajesh
