Why does incident state change from onhold to in progress automatically

[Snehal13]

Whenever there is comment added on incident,  state changes to in progress from on hold.

Why so. Can't find any business rule for it. Is this expected behavior or not.

What is best practice.  If agent assigned to the ticket isnt around at desk(shift changes) to attend when comment is added on the ticket, state goes to in progress and the sla timer as per ticket priority continue to tick and by the time agent resumes next day,  lot of sla time would have elapsed.

What is best practice on the state change part . Assuming other agents cannot pick it up due to their own ticket bucket

[Animesh Das2]

Hi @Snehal13 ,

Can you please also check if there is any BR, workflow, Flow, inbound actions on 'Incident' as well as 'Task' table? I am not sure if there is any.

However, to stop this, may be, you can write a before BR on 'incident' table 'comment' field and use current.setWorkflow(false).

If this address your question, please mark this response correct by clicking on Accept as Solution and/or Kudos.

You may mark this helpful as well if it helps you.

Thanks, 

Animesh Das

[AndersBGS]

Hi @Snehal13 ,

From my perspective, you're already running best practice. You need to look it at from a user perspective and not an agent perspective. This refer to, if the ticket is pending user and the user response to the ticket, then it should go into a work in progress state. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[Tai Vu]

Hey @Snehal13 

If you're looking for the business rule that updates the incident state to In Progress when the caller updates comments while the incident is in an "Awaiting Caller" state, here's the rule for your reference:

Name: Incident State Change to In Progress

URL: https://<instance_name>.service-now.com/sys_script.do?sys_id=162581e087133200b4ae6c5837cb0b1a

This is expected behavior—when the caller responds while we are waiting for their action, the status should return to "In Progress" since we're no longer waiting on them.

Cheers,

Tai Vu

[Dr Atul G- LNG]

Hi @Snehal13 

Is caller and Assigned to same? ( Did you put same question earlier as well?)