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

[Sean Kingston1]

Hello,

I have attached the current OOTB Orlando Workflow Diagram to support Mark Roethof comments above... once ticket is triaged there is no path to set it back to "New".  You would need to us a integration script to override and set them back to new i believe.

Let me know if that helps.

Sean Kingston

[Mark Roethof · Accepted solution]

So what you actually want to do with it? I mean, you can just add to the condition:

updated by | is not | your integration user

Would that already be enough?

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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