State from New to In Progress automatically changes when the incident is assigned to someone, can it

[sabasiddiqui777]

Hi,

State from New to In Progress automatically changes when the incident is assigned to someone, can it stay on New? The fulfiller must acknowledge  the incident by updating the State.
Is this possible

@Maik Skoddow 
@Mark Roethof 
@Gaurav Shirsat 
@ghaing 
@tltoulson 
@Ankur Bawiskar 
@Chuck Tomasi 

[Dr Atul G- LNG]

Hi @sabasiddiqui777 

You need to check BR or client script for this. and disable this or set to New. But if assignee  assigning then it means he/she already acknowledge. 

[swathisarang98 · Accepted solution]

Hi @sabasiddiqui777 ,

There is a OOTB business rule - "Incident State Active on Assignment" which is making state to move from "new" to "In progress" if you want incident to stay in New state then you can disable this but note that this will be global change .

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[swathisarang98]

Hi @sabasiddiqui777 ,

Thanks for marking my answer as helpful.If it helped you in any way please accept the solution so that it will be beneficial to the future readers with the same query

Thanks

[Dr Atul G- LNG]

Just to add, better to copy and then change the BR , avoid changing OOTB BR as it may impact other areas as well.