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.
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?
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.
OOB BR 'Incident State Active on Assignment' changes incident state from New to Active when Assigned to value is set on the incident form. If you do not see this BR in you instance you can create the same to replicate functionality.
We have the OOB business rule in our instance. But the thing is when we reassign an incident that is in active state to a new assignment group and 'assigned to', the state of the incident should be active right. But it changes to new state.
