State of an incident reverting to assigned while creation

sai katuri
Tera Contributor

Can some one help to understand what is working in backend, while incident creation (manually from Form level) we selected state as pending and pending reason, but incident got created with "assigned" state with pending reason.

2 REPLIES 2

Eshwar Reddy
Kilo Sage

Hi @sai katuri 

Check if there are any business rules that are altering the value during the creation of an incident.

 

Please mark this response as Correct and Helpful if it helps you can mark more that one reply as accepted solution

Thanks
Eshwar



Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @sai katuri 

 

Look like you added a custom state ,so you need to check the BR / any flow / any condition or client script on the incident table. Is requestor and assigned to same?

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************