When incident on-hold state changes state must automatically change to in progress

[CarolMa6]

Hi, 

I need help with a solution: When an incident is on hold and the user changes its state, it should only be able to change to "In Progress." The user shouldn't have the option to resolve or close the incident directly; it must revert to "In Progress" first.

Regards

CarolMa

[Ankur Bawiskar]

@CarolMa6 

I agree with Atul here and would suggest to stick to OOB

If my response helped please mark it correct and close the thread so that it benefits future readers.

[CarolMa6]

Would building a metric to identify incidents that are resolved directly from an on-hold state make more sense? for reporting that is. 

[Dr Atul G- LNG]

Hi @CarolMa6 

The direct report is not possible in standard reporting, possible might be in PA. You can create a metric and check it.

[sunil maddheshi]

@CarolMa6 

You can write the before update business rule on incident

Condition: State is on-hold  AND State changes
Script:

if (current.state.changes() && current.state != 2) {  // "2" is In Progress
    gs.addErrorMessage("You can only change the state to 'In Progress' from 'On Hold'.");
    current.state = 2;  // Force it to In Progress
}

Please mark helpful/correct if this helps you.

[CarolMa6]

@sunil maddheshi @Ankur Bawiskar @Dr Atul G- LNG @Nishant8 

Hi All, 

I set the default business rule to change the incident state to "In Progress" if it's on hold for "Awaiting Caller" if the user updates the assignment group or adds comments.

However, the rule isn't working correctly. When a user tries to put an incident on hold for "Awaiting Caller," it changes to "In Progress" instead for all incidents. 

Please help. No client script, script include, UI policy, or workflow was updated. How can I fix this?