incident state moved to working in progress after saving the form in new state without any update

vinodh_2111
Tera Contributor

‎11-24-2022 03:02 AM

Incident is created through inbound action. while working incident state moved to working in progress after saving the form in new state without any update.

This behavior is only for Case contact as Email. for others it is working as expected.

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3 REPLIES 3

AnubhavRitolia
Mega Sage
Mega Sage

‎11-24-2022 03:26 AM

Hi @vinodh_2111 

 

Please check that there must be a After Update Business Rule which worked when condition is Contact type is Email and State is New.

 

There State may be setting to Work in Progress either using Action or Script. Please verify once.

 

 

 

Please mark this as correct answer and helpful if it resolved, or mark this helpful if this help you to reach towards solution.

Thanks
Anubhav Ritolia
ServiceNow Rising Star 2023
LinkedIn Profile 
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Musab Rasheed
Tera Sage
Tera Sage

‎11-24-2022 03:27 AM

Hello,

Check Business rule then, it should be simple fix.

Please hit like and mark my response as correct if that helps
Regards,
Musab
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Mitsua
Tera Guru
Tera Guru

‎11-24-2022 09:56 PM

Hello @vinodh_2111 

 

Your issue is occurring due to business rule. Please check Business Rule on Incident table.

Please check BR with condition if "case contact is email". That could be a reason of your issue.

 

Thanks!

Mayuri Sawant

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