When Incident is Reassigned change State to New/Open from InProgress/Onhold

[SNOW46]

Hi All,

I have one requirement to be implemented for Incident as well as Catalog Task.

Whenever a team wants to re-assign the ticket to different team, then the State should be changed from In Progress or On Hold to New which is the default initial state. 

And once the Incident is assigned to different team in New State, immediately Response SLA will start triggering for that team.

Currently those teams who are working on Incidents are simply reassigning the ticket in In Progress State which should not be ideally happened. Once they reassign the ticket , the Resolution SLA gets Cancelled.

Can anyone suggest me how to achieve the same.

Thanks,

SNOW@Das

[User177031]

Hi Das,

Please write an On Change client script and condition as Assignment Group changes, set the state value to New. This will fulfill your requirement.

- Thank you.

[SNOW46]

Hi,

Can you please let me know the script what all needs to included in it??

So that it will be easier for me to implement..

Thanks

[Vismit Ambre]

Hi,

I would refrain from suggesting to use client script for this, as the Assignment Group can be changed through both - Incident Form or Incident List.

I would suggest writing a BR for this. Set the incident state to the desired value when the assignment group changes.

This can be achieved using the advanced option.

Condition: current.assignment_group.changes()

Script:

current.state/current.incident_state = 1 (or your desired value)

current.update();

This should work for you.

Kindly mark answer as correct if it helps!

Regards,

Vismit.

[SNOW46]

Hi,

Can you please post some screenshots on the same so that it will be helpful for me to configure the same?

Thanks..