Not able to change Incident state from In-progress to New via Background script/Fix Script

[Kiruthika J]

Hi All,

I want to change Incident state from In-progress(2) to New(1) via background script/ Fix script.

var inc = new GlideRecord('incident');
inc.query();
while (inc.next()) {
var sta = inc.getValue('state');
if ((sta == '2')) {
inc.state = '1' ;
inc.update();
}
}

Getting Below Error. For other states it's working fine.

[suvro]

Hi,

Also update incident_state = 1;

Also remove quotes from inc.state = '1' ; and from other integer values

[Kiruthika J]

Hi Suvro,

If I remove ' ' then also same results, the same code is working for state On-hold(3) to In-progress(2).

[Mohit Kaushik · Accepted solution]

Hi Kiruthika,

Try to add setWorkflow(false) in your script as shown below:

var inc = new GlideRecord('incident');
inc.query();
while (inc.next()) {
var sta = inc.getValue('state');
if ((sta == '2')) {
inc.state = '1' ;
inc.setWorkflow(false);
inc.update();
}
}

Please mark this as correct and helpful if it resolved the query or lead you in right direction.

Thanks,
Mohit Kaushik
Community Rising Star 2022

[Kiruthika J]

Hi Mohit,

The code which you have provided is working.

Could you please explain what the below line of code does here?

inc.setWorkflow(false);

Thanks!