Hi Community,
I am investigating an Incident that was updated directly from New (state 1) to Closed (state 7) without passing through Resolved (state 6).
The Incident was also closed without Close Code and Close Notes.
Based on the audit and transaction logs, the update originated from a Form transaction rather than REST. The transaction used the standard Update UI Action.
The current Data Policy makes Close Code and Close Notes mandatory only when the Incident state is Resolved (state 6), not when it is Closed (state 7).
I also checked the relevant Business Rules but could not identify any rule responsible for this direct state transition.
I tried to reproduce the behavior through both the standard Incident form and Service Portal, but I was unable to reproduce it.
My questions are:
Is it possible for an Incident to transition directly from New to Closed through a standard form update?
Is there any out-of-box validation that should normally prevent this transition?
If Closed (state 7) is submitted directly from the form, can the standard Update action save the record without Close Code and Close Notes?
What other configurations or logs should I check to determine how Closed (state 7) was submitted from the form?
Thank you.
