incident state moved to working in progress after saving the form in new state without any update
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‎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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‎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.
Thanks
Anubhav Ritolia
ServiceNow Rising Star 2023

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‎11-24-2022 03:27 AM
Hello,
Check Business rule then, it should be simple fix.
Regards,
Musab
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‎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