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

[Vismit Ambre]

Hi Das,

As replied by Asif, we can do it without script as well. Just a mere difference would be 

In the when to run section,

Instead of Assigned to Changes, use "Assignment group" changes.

Here are screenshots:

Please mark the answer correct if found helpful.

Regards,

Vismit.

[SNOW46]

So there is no Advance condition for the same?

[asifnoor]

Not required. Kindly follow my Steps. Mark my comment as a correct answer once worked

[Vismit Ambre]

No advanced condition is needed.

Basic condition does the job!

Regards,

Vismit.

[SNOW46]

Hi Vismit,

Actually I found some challenges now whenever the Assignment Group Changes the State is changing back to New.

And again when I assign the ticket to myself the State is not Changing to InProgress automatically as per the OOB Business Rule (Incident State Active on Assignment) and functionality whose order is 1,100.

And for the one which I have configured is "Reset Incident State to New" Business Rule and order is 100.

Can you please help me out how to fix this issue?

Thanks,

SNOW@Das