Set Default State when specific Incident Type is selected

[Trish Mac]

Hello, 

I've created a new Incident Type called Vulnerability Tracing.  I've added a State called Triage.  The ask is that Triage is the default State when Incident Type of Vulnerability Tracing is selected.

I've created a Business Rule for this however I can't get this to work. (I don't code - as yet.)

Settings (I didn't change anything on the Advanced tab):

Any help would be appreciated.

Thanks,

Trish

[AlpUtkuM]

Please try changing "When" dropdown to after

[Vishal Jaswal]

Hello @Trish Mac 

Ensure, the new triage as a choice has a numeric value.

Under Actions tab of your Business Rule, Update 'State' to 'Incident State' as shown below:

Reason: 

[Trish Mac]

Hi Vishal, thanks for your help.

By numeric value, I've set up the Triage in the Choice List as follows with a numeric value of 9.  Is this what you mean?

I did change the information on the Run tab to be Incident State.  

It is still not changing the State to Triage.

I also tried it with AlpUtkuM's suggestion to change "When" to After and that didn't work either.

Thanks,

Trish

[Vishal Jaswal]

Hello @Trish Mac 

My to-go recommendation is always try and test in your PDI which gives fair amount of information/knowledge to identify the gap. As per the screenshots above, it worked for me in my PDI and using Session Debug I was able to identify which all server side logics were running and preventing it from happening.

You can try the same as well to know which all server side or maybe a client side is preventing it to happen. Share the debugging script tracer to understand it better and always try to test BR with different Order# values during such debugging.