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

[Dr Atul G- LNG]

Hi @CarolMa6 

Is the caller and assigned to person is same.

[Ankur Bawiskar]

@CarolMa6 

it should only work for the current record

What debugging did you perform from your side?

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

[CarolMa6]

@Ankur Bawiskar if I disable the business rule the on-hold state works as expected as soon as I make it active to enforce the rule it's a mess. checked system logs to see what scripts ran on the incident, checked custom updates, and other business rule nothing changed. 

[Ankur Bawiskar]

@CarolMa6 

Are you saying when you activate this business rule then all records get updated?

try creating a fresh business rule.

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

[sunil maddheshi]

@CarolMa6 

It will work for the record it satisfies the condition means  you are adding additional comment or assignment groups changes etc