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

[Anoja]

Hi,

Check any template is there under Generated record data tab in the record producer form that is setting the state to on hold.

Thanks,

Anoja

[Narkkya Arulsel]

Can confirm I didn't have any template under Generated record data tab on record producer.