Issue in Business Rule

[Service now11]

Hi,

I have created a "Reopened" checkbox with a read-only condition in the Incident record and set its default value to false.

Scenario:

When the incident is in any state up to Resolved, the Reopened checkbox is unchecked (false). Once the user wants to reopen the incident (i.e., the state changes from Resolved to New, In Progress, or On Hold), the Reopened checkbox should be automatically checked (true) and set to read-only. Additionally, I want the Resolution Notes and Resolution Code fields to be cleared when the incident is reopened.

I have implemented this in Business Rule. But not getting solution. Can anyone help me on this?

Thanks,

Abirami

[Viraj Hudlikar]

Hello @Service now11 

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Viraj Hudlikar.