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]

Hi Utkarsh,

I suspect that there is BR on incident/task tables "Copy State to Incident state" something like this. To find out exactly what is interfering debug business rules which is provided by service now.

Let me know if you need any help

Thanks,

Sunil Safare

[utkarsha_s]

Hi Sunil,

I am not able to find any buisness rule by the same or similar name. Can you please tell in a more detailed way what will be the code of that BR or what it does, what is the exact name.

Thanks,

Utkarsha

[sunilsafare]

Try System Diagnostics > Debug Business rule and replicate the functionality.

Thanks,

Sunil Safare

[utkarsha_s]

Hi Sunil,

I applied Debugging on BR. Is there any way to revert this ?