Record producer creating ticket with on hold state

[Narkkya Arulsel]

Hi All,

I have a record producer that goes to 'on hold' state as soon as the form is submitted.

On the record producer I have below script but the state doesn't change to 'new'.

1 is value of new option in state field

3 is value of on hold option

current.state = '1';
current.u_caller = producer.employee_name;
current.u_category = 'categoryname';

Even without the above the script it goes to 'on hold' state.

Has anyone seen this before or is able to help please.

Thanks,

Narks

[Rahul RJ · Accepted solution]

@Narkkya Arulsel Can you check if is there any  Business rule setting the state on hold?

Please mark the answer correct/helpful based on Impact.
Regards,

RJ

[Narkkya Arulsel]

Ran script tracer and it was a business rule called 'task closure' and I just added condition 'task type' is not 'mytable' so it didn't run the rule on my table. This business rule was global and ran for task tables and any extended from it.

[Allen Andreas]

Hi,

If this is for the Incident able, out of box, it definitely shouldn't be going to an on hold state. There is something else setting the value to on hold from new. As mentioned, you can review business rules for the table in question, as well as flow designer flows (if applicable). The record producer script can also be further investigated to see. Lastly, check your state values again and ensure that somehow someone didn't change the label for the new state to something else (a bit of a reach but worth a check as a last resort).

[Narkkya Arulsel]

It was another table extended from Task table was just using record producer script, business rule called ' task closure' was causing issue.