Incident Tickets when reassigned, to a new group and assigned to person at the same time move to New state, but in such cases should be moved to Active state.

[Rajesh PanneerS]

Incident Tickets when reassigned, to a new group and assigned to person at the same time move to New state, but in such cases should be moved to Active state. Can anyone help me?

[Ashutosh Munot1]

go to java debuger tab

[Rajesh PanneerS]

In the debugger tab I don't find anything, can you please tell me how to use it

[Sanoop1 · Accepted solution]

There could be a conflicting BR that is changing the state to New. OOB it should remain as active on reassignment. You can debug using field watch on the incident state field and identify which all BR's are affecting the value when assignment is changed.

Field Watcher - ServiceNow Wiki

[Rajesh PanneerS]

Hi Sanoop,

I don't find the option 'Watch - filed_name' when I right click on the field.

[Inactive_Us1474]

Hi,

Check the BR or Client Script from the incident form.

Configure it in the form.

There must be a BR/Client Script which is leading to get that state.

One more suggestion use the state field and in filter condition check where it is being used.

Kindly check Wiki for more info...

Thanks and Hope it is helpful.