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]

Let me know if that answered your question. If so, please mark response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list. Thank you

[Mike Allen]

The business rule you are seeing is:

I think that if you saved the form in New while assigned, it would change it to In Progress.   Turning this business rule off would stop this behavior.

[Allen Andreas]

Thanks for this.

To clarify for my need to look in to this was that I had disabled the In Progress state and only wanted a certain few. However, OOB when I disabled the In Progress state, it just changed the field for this in this business rule to --None-- ...and it still defaulted to In Progress.

So I went in here and changed it to Active, like I wanted, and fixed.

The give away was the blue In Progress and that made me think that it was populating although it was removed.