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

Ram156 · ‎01-19-2022

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!

Ankur Swami · ‎01-19-2022

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

View solution in original post

Ankur Swami · ‎01-19-2022

Can you please check the history of the record specifically for the state field. This will get us an idea that the field changes from and set it back again to the previous state.

This is another possibility.

Ram156 · ‎01-23-2022

Found the issue! there was one business rule which is changing state to New.

kchorny · ‎01-19-2022

I would temporarily deactivate all write ACLs for incident.incident_state and incident.state, or open them up to any role and see if that fixes it. If so, you'll need to reactivate and modify those ACLs.