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]

You can disable debugging by System Diagnostics > Disable all.

Thanks,

Sunil Safare

[utkarsha_s]

Also, when the change created on that GREQ having GTASKs is closing it is auto-closing the GREQ and making the state to 'Resolved' but for it to go to 'Closed' directly from there, an intermediate state 'Build in progress' is coming into picture and resolved is becoming build in progress and from to Closed.

BR name : KMT:   Close Related Incident

Pls see the screenshots having the code attached to see if that is causing the problem.

[sunilsafare]

Can you please check if the below scripts is present in your instance.

https://ENTER YOUR INSTANCE/sys_script.do?sys_id=27946b1b5f221000b12e3572f2b47768&sysparm_record_target=sys_script&sysparm_record_row=12&sysparm_record_rows=49&sysparm_record_list=collection%3Dincident%5EORcollectionINincident%2Ctask%5EORDERBYname

https://ENTER YOUR INSTANCE/sys_script.do?sys_id=85946b1b5f221000b12e3572f2b47719&sysparm_record_target=sys_script&sysparm_record_row=13&sysparm_record_rows=49&sysparm_record_list=collection%3Dincident%5EORcollectionINincident%2Ctask%5EORDERBYname

Thanks,

Sunil Safare

[utkarsha_s]

Hi Sunil,

I am not able to access the way you've mentioned to find the script. Where do I put that "sys_id.." ? Please help me with this. Thanks a lot.

[utkarsha_s]