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

[asifnoor · Accepted solution]

Hi,

Here is how you can do this.

Create a BR as per the screenshots.

Mark the comment as a correct answer and also helpful once worked.

[SNOW46]

Hi Asifnoor,

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

[asifnoor]

Can you disable this BR "Reset Incident State to New" and check just to ensure that your other BR is working correctly or not.

Mark the comment as helpful if it helps.

[SNOW46]

Hi,

I just cross checked by creating a new Incident by assigning to one of the Group and then I assign to some person from that group. The State is changing from New to In Progress.

The OOB Script is working as expected. The problem happening now is the users are manually changing the state from New to In Progress when there is reassignment of Group on Incident Record.

Please kindly provide your suggestions how to overcome this.

[asifnoor]

Sorry, i am not clear on your question.

So what exactly you wanted to achieve here?