Incident State changing automatically

[csellens]

We have a strange   situation where the state on some incidents changes from Active - Awaiting Change back to Active - Work in Progress. The journal says that I changed them, but I didn't - or didn't think I had. According to the log I was working on updating completely unrelated change requests at the time on at least 2 of the times this has happened. This does not seem to be consistent in that some incidents stay in this state and others change.

I am fairly sure that we did not do any customization around this state and have checked through the business rules, client scripts and UI policies and cannot find anything there. We are using Fuji

Any ideas on what could be causing this?

[csellens · Accepted solution]

Finally this is now fixed.

It was, as many of you suggested a Business Rule on the Change Request table that we got a part of the StartNow configuration. It is called SNC - ITIL - Update related Incidents. It was querying on the wrong field label in the incident table - change_id instead of rfc. No results were obtained as the query was invalid and this resulted in all incidents being set back to Active Work in Progress every time any change was closed completed. This was regardless of whether the incident was related to the change or not.

Changing to the correct field label fixed - one minutes work after a heck of a lot of troubleshooting!

Many thanks all of you for your help with this.