Sync issue in State and incident state field

[JagjeetSingh]

Hi,

There are two fields- state and incident state. These two are supposed to sync and have the same values.

We have an issue in this. See below. In 1, the incident state field is in sync with state field. However, when the state is changed to pending, incident state is set as  pending, but old value is shown as resolved. How the old value is shown as Resolved. It was in progress state earlier.

Then I checked the history. There also I do not see anyone changing the value to resolved. Can anyone suggest what can be the issue.

[Anurag Tripathi]

HI,

Incident state field is native to Incident Table while State field comes from Task Table.

My question here is, are you really using both these or just Incident State?

You can check if there is any script in your system that might be updating the incident state, and as you can see it is happening more than once.

Ill start by looking at business rules.

-Anurag

[JagjeetSingh]

We are using only state field. But the incident state field is out of the box and being used in some BR's so I do not want to change anything about that.

But due to this issue the incident reopen count is increasing.

I checked the BR's as well. I don't see any BR causing this.

How I can check what caused the incident state to set as resolved.

[Anurag Tripathi]

If you are not using it, you can remove it from showing up in the activity logs on the Incident and remove it from the form

To remove state from activity log you can refer to screen below

Click on Configure Available fields and remove state from the list.

-Anurag

[Alberto Consonn]

Hi @Jagjeet Singh 

please ensure you did not make any customization to the following OOTB Business Rules in the Incident table:

• Copy State to Incident State
• Copy Incident State to State

If I have answered your question, please mark my response as correct and helpful so that this thread can be closed and others can be benefited by this.

Thank you very much

Cheers
Alberto