Incident state can not be changed to "New" after "Assigned to" field was assigned.

[Deepali5]

Hi

I can change the state of an incident from New to In progress and back to New as long as there is no "Assigned to"  field set.

But after the"Assigned to" field was assigned to a user, I can not change the state of an incident to "New". It automatically sets to "In Progress" Even if I clear the "Assigned to" field, it still shows state as "In Progress" and can not be changed to "New"

Is this correct behavior?

I am doing a third party integration and I need to set the state to "New" from my application . But is does not work. What can I do?

Thank you

Deepali

[Mark Roethof]

Hi there,

This is correct out-of-the-box behavior. See Business Rule "Incident State Active on Assignment". This is the Business Rule which is handling this.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Harsh Vardhan]

how are you setting the state value ? is there any script you are using for integration ?

[Deepali5]

Through PUT rest API. Sending payload {"state":1} Thanks

[Harsh Vardhan]

you can add condition on your OOTB business rule to not work if incident has been updated by your api user. this way you can prevent it.