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 · ‎07-12-2016

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?

Sanoop1 · ‎07-12-2016

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

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Rajesh PanneerS · ‎07-12-2016

Hi Ashutosh,

please explain me what is 'watch it' and how to do it.

Ashutosh Munot1 · ‎07-12-2016

Go to state field and right click on it.

You will see Watch field option.

click on that.

after that reload your form.

Go down and check multiple scripts and ACL will be associated with this field.

And there you can find BR and client scripts.

Rajesh PanneerS · ‎07-12-2016

Hi Ashutosh,

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

Ashutosh Munot1 · ‎07-12-2016

what roles do you have.

If your admin you will see if not. then let me know your dev instance details i will look into it.

Again, screen shots please

Rajesh PanneerS · ‎07-12-2016

This is the message I got in the Field watcher tab.