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

[utkarsha_s]

Hi Sunil, please see the image attached. Is that the right way by which I am doing ? If yes, the record is not found. Please provide me the script that has to be there in it or let me know if any changes have to be made on the script I provided earlier.

[sunilsafare]

It seems that these business rules does not exist in your system. I cannot find any other way except debugging now. Can you follow below steps to find the same.

1) Go to System Diagnostics > Debug business rules

2) Open the form and try to replicate the scenario where status change happens for a while

3) Press Ctrl+F(search) in the browser window and search for "state" column through out the page by clicking on Next

4) Some where you can find that state is changing from one value to other and corresponding business rule

5) Open that business rule and try to find the issue and correct it

6) System Diagnostics > Disable all

Thanks,

Sunil Safare

[utkarsha_s]

Hi Sunil,

I have found these two Business Rules where status changes condition has been mentioned. Please see if there is a code change needed here. Thanks.

[sunilsafare]

Hi Utkarsh,

Now can you please try to turn off these business rules one after another and replicate the scenario.

1) Deactivate first business rule and replicate the scenario - If this is working fine then you can start debugging this BR, else go for step 2

2) Deactivate second business rule and replicate the scenario - If this is working as expected, then start debugging this BR

Thanks,

Sunil Safare

[utkarsha_s]

Hi Sunil,

I did what you said but even after de-activating them, there was no difference. That means these are not the business rules affecting. I think it's called 'Close Related Incident'. Please see the images attached for the code if that is creating any issue and let me know. Thanks a lot.