incident state is changing when the assigned to changes.

[lakng]

here my question is ,

in the incident form. a new ticket is created with open state.

and a new assigned to is assigned and he changes the state form open to in progress.

after some time he assigned the ticket to some one and now what will the incident state (in progress or open)

users reporting if the ticket re assigned to some one without changing the assignment group the state will be remain unchange as previous

[Brian Lancaster]

OOB there are two times where the system will change the state.

1.  The first time an incident is assigned.

2.  Based on the system property the system will close an incident x number of days after it has been set to resolved.

[asifnoor]

Hi,

There is a  OOTB BR which changes the state of the incident to In Progress if the following conditions are met. otherwise, it will not change.

BR Name:  Incident State Change to In Progress

Mark the answer as correct if this answers your question.

[Brian Lancaster]

This on appears to be new and is not in my Jakarta release.  This appears to change the state when comments are added by the caller and the state is on hold.  The business rule that was described in question is "Incident State Active on Assignment".