Unable to change the "state" or "incident_state" on Incident table from Inbound Action.

[Ram156]

Hi All,

As per the customer requirement I have to change the state and Additional comment on incident table when customer replies to email. So I am able to update Additional comment field as per the email replies. But I am not able to update value of 'state' or 'incident_state'. I am also getting the exact value in logs.

This is my Inbound Action:

Please response if you have any idea how to resolve this. 

Thank you!

[AshishKM]

Hi, 

Please check the label of value "10" for state and incident_state field on Incident form page.

check on sys_choice table for these values.

gs.info will keep print same value current.state and current.incident_state until code is not complete executed.  

Thanks,

Ashish

Please mark correct answer and helpful for others if it helps you.

[Ram156]

Yes I checked those value from dictionary also it is '10' for 'customer update'.

[Ankur Swami · Accepted solution]

Hi,

Probably some of the Business Rule, Script include restricts to update the field values in this type of scenarios.

Do one thing try add "current.setworkflow(false)" before the current.update().

If the state updated then you will be sure that some scripts restricting to do that.

Then you can find out that script and make your changes accordingly.

If this approach of debugging works for you then please mark my answer correct and helpful.

Thanks,

Ankur

[Ram156]

Hi Ankur,

I tried with "current.setworkflow(false)" but it is still not applying updated value.