How can I prevent the state on an incident from changing to In Progress when it is assigned to an individual from the incident List view.

[heidiyablonski]

I'm brand new to ServiceNow, we haven't even gone live yet, so please be patient with me.  

I'm trying to find where I can change some setting so that when incidents are assigned to a user from the list view the status of the incident the state to remains as New.   When I assign incidents to a user in the ITIL form view, the status remains as NEW but when assigned to a user from the list view, the status changes to In Progress.  

I have no idea where to look to see why there is a difference or what I need to do to fix it so the incident remains in the NEW state even when assigned to a user from the list view.

Any suggestions are greatly appreciated.

[Pradeep Sharma]

Hello Heidi,

It should be a Business rule. However, the behavior should be same when you update the record in form or list view.

Is the value "New" when you change the "Assign to" field and update the record via form view?

[heidiyablonski]

Yes. Now I see that the behavior is the same between the ITIL form and the list view. When I clicked Update from the ITIL view form it also changed to In Progress.

[Pradeep Sharma]

Thanks for the update Heidi. Check for the BR "incident state active on assignment" as mentioned by Mike per above screenshot.

[heidiyablonski]

THANK YOU PREADEEP and MIKE!!! It's fixed now! ☺