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 

[Janhavi Jaygade]

Hello @Ankitha4 

Please check if there is any After update business rule  on incident table or any flow is triggered that is causing the state to change. You can also use Script Tracer to find the reason behind the state change.

Best Regards,

Janhavi

[swathisarang98]

Hi @Ankitha4 ,

There is a OOTB BR "Incident State Change to In Progress" which updates the state to In progress if "when to run" condition are met, please have a look at it, whether it is the same thing that you are experiencing.

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang