Assignee was unable to change the state of the incident to On-Hold as he is a member of Watchlist

[sattar3]

Hello All,

I created an incident and assigned to an user who is having admin role also but he was unable to change the state to On-hold because i added the same assignee in watchlist also, is this the Out Of the Box behavior?

If i remove the assignee from the watchlist, he can able to change the state to On-hold.

Based on which ACL or Business Rule it works?

Can someone please help me on this?

@Ankur Bawiskar @Mark Roethof @Community Alums 

Thanks,

Sattar

[Ankur Bawiskar]

@sattar3 

Is this a valid business scenario?

the assigned to user i.e. agent who will work on incident won't have admin role

Did you check the reason why the field value cannot be changed? any ACL or any other script is restricting?

[sattar3]

@Ankur Bawiskar  Thanks for the Response.

Yes the assigned to user having Admin role but he can't able to change the state to from In-Progress to On-hold.

I checked Business Rules, ACLs and Client Scripts but can't find from where it is setting the state value.

The additional comments getting added while selecting on-hold reason but state is not changing(still in In-Progress).

Thanks,

Sattar

[swathisarang98]

Hi @sattar3 ,

Please refer the below article where it is mentioned that changing acl is not recomended,

https://www.servicenow.com/community/itsm-forum/watch-list-members-unable-to-change-the-state-of-the... 

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang