When the status has to change from "Resolved" to "Closed", it is changing from "Resolved" to "Build in progress and again from "Build in progress" to "Closed" in one second which is increasing the re-open count.

[utkarsha_s]

Hi Guys,

When the Status has to change from "Resolved" to "Closed", it is changing from "Resolved" to "Build in progress" and again from "Build in progress" to "Closed" in one second which is increasing the re-open count. Please refer to the screenshot to understand more clearly. It had to change from Resolved to Closed after two days but immediately this intermediate state it is changing to i.e. Build in progress. This is happening for GREQs.  

Please let me know which Business Rule should I refer to which is causing this issue or which code should I change. Help me with the exact details please as I am not able to find the issue.

Thanks,

Utkarsha Saxena

[sunilsafare]

Can you paste the incident_state dictionary values here

Thanks,

Sunil Safare

[utkarsha_s]

Here are the values of the GREQ incident state. Thanks.

[utkarsha_s · Accepted solution]

The problem was with the Business rule 'Update_GREQ_Status_new' on Incident_task table wherein a line of code which was 'inc.incident_state = Inc_status;' was causing the issue. I removed it and the issue was resolved. Thanks a lot for all the help!

Utkarsha Saxena

[utkarsha_s]

Okay that worked. Thanks. Can you please tell me if the Business rule will be on the Incident task table on which GTASKs are there or on the Incident table having GREQs. I am not able to find any such business rule. Also, it happened for some of the tickets not all like 4-5. Is there any client scripts which I have to look into ?

[parvinder2]

Hi Utkarsha,

Check your business rule running.Might to two table like parent or Child.

Check somewhere in BR applied IS condition. intend of change FROM or To.

Or else you can check where on the bases of child table you are update the Parent record or vice versa.

Or you can apply a debugger on state field and try to find business rule.

try to find out something type of BR.

Please mark correct or helpful.

Regards,

Parvinder