When the caller of an incident resolves their own incident, it gets set back to In Progress rather than resolved

[matthew_hughes]

I'm not sure why but on our instance, if a caller resolves their own incident, the state should be set to "Resolved". However, when the caller sets their own incident to "Resolved" it gets set back to "In Progress". I was just wondering if anybody knows what could be causing this e.g. business rules, client scripts etc, and let me know what I can do to amend my instance to allow incidents to be resolved by the caller.

[Ankur Bawiskar]

Hi,

you will have to debug the business rules on the incident table to know which script is responsible for this

Regards
Ankur

[Martin Ivanov]

this is a strange behavior. In the navigation menu you can type: incident.config - this will open the incident table with all the configurations on it. You can go through BRs, CSs, etc. and check. Please let me know if I can help further

Please Mark Correct AND Helpful. Thanks!

Martin Ivanov
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[matthew_hughes · Accepted solution]

Hi,

This issue has been resolved. All I did was set one of my business rules to 'Before' and removed 'curren.update'