Incident state keeps reverting to 'In Progress' despite the fact that I selected 'On Hold" state and 'Awaiting Caller' as my reason.

[Hola Ola]

Hello all,

Despite the fact that I selected 'On Hold" state and 'Awaiting Caller' as my reason. Incident state keeps reverting to 'In Progress' 

I just finished building a FLOW that is supposed to generate reminder emails to the CALLER, IF/WHEN the "Assigned To" places the Incident 'On Hold" state and 'Awaiting Caller' as the reason.

But whenever I try to test the flow by placing the Incident 'On Hold" state and 'Awaiting Caller', my State keeps going back to 'In Progress' 

Can someone please help me??!!

[Mahendra RC]

Hello @Hola Ola 

Please check if the incident you are trying to test is a child incident or standalone incident. If it is a child incident there may be a case that the State is getting populated from the Parent incident and that is why you are not able to move the Incident to On hold state.

If the incident is a standalone incident than please check if there is any BR which is updating the state back to "In progress" or share your flow how it is implemented. Because this should not happen as per OOB functionality there may be some customization that is done.

If my answer helped you in any way then please do mark it as helpful. If it answered your question then please mark it correct and helpful.

Thanks

[Vardha_Naik]

hi ,

There is a OOTB BR in the system that moves the incident back to IN PROGRESS from ON HOLD (--- & reason Awaiting caller---) when the "requested for" user comments on the incident .PFA.

Kindly change the "Requested for" field to some user other than you and test the incident flow. It should work fine for state="on hold" and reason="awaiting caller"

Thanks 🙂

If my response has helped you in any way, please mark it as helpful/correct.