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

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SNOW46
Tera Contributor

‎03-12-2019 02:15 AM

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

 

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asifnoor
Kilo Patron

‎03-12-2019 06:29 AM

Hi,

 

Here is how you can do this.

Create a BR as per the screenshots.

 

find_real_file.png

 

find_real_file.png

 

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

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SNOW46
Tera Contributor
In response to asifnoor

‎04-02-2019 07:41 AM

Hi,

Actually I mean to say that there is one OOB BR which runs whenever you acknowledge the Incident to your name i.e., Assigned to is not empty then the Incident State Changes from New to In Progress.

So when I reassign the Incident to a different group, the Assigned to gets cleared off and the state changes to New from In Progress as per the Business Rule you have suggested earlier.

Now the scenario is after reassigning the ticket to a particular group,Assigned to is empty now. When I acknowledge the ticket with some user from that new group and save the record, the Incident State is again not Changing from New to In Progress based on the OOB Business Rule it should work as expected.

 

I hope you have got my query which I am looking for to fix?

 

Thanks,

SNOW@Das

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asifnoor
Kilo Patron
In response to SNOW46

‎04-03-2019 03:55 AM

Can you disable our initial BR (which is changing to New) and then check. I think that BR is conflicting with this one.

Because when you assign to yourself, it also means assigned to changes so our BR is executing and setting to new. But then the next OOB BR "incident active" shoudl work.

So to debug, disable our BR which we created and check.

Mark the comment as helpful if its helping to debug.