State of incident automatically changes from on hold to in progress for incident

[Ankitha4]

When the in progress incident is updated to on hold , the state changes automatically after 1 minute to in progress . Can you please suggest what might be the reason. And if there are any business rules or client scripts or any other out of box rules that are causing the issue 

[Dr Atul G- LNG]

Hi @Ankitha4 

IS caller and Assigned to is same?

[Ankitha4]

Hi Atul , thanks for the reply . The above mentioned problem is happening only when the requested by field and assigned to field are having same value .can you suggest any solution please

[Dr Atul G- LNG]

Yes, bcz it is OOTB. The reason is it is not as per ITIL and i must say dont change this. 

We had same use case and reached to SN and SN denied , as it is direct violation of ITIL process. 

Also again, need to check the BR or script for this. 

[Ankitha4]

Can you please tell me what are the out of  BR or script that you found for the use case