question Re: State from New to In Progress automatically changes when the incident is assigned to someone, ca in ITSM forum

State from New to In Progress automatically changes when the incident is assigned to someone, can it

sabasiddiqui777 — Wed, 21 Feb 2024 14:39:03 GMT

Hi,

State from New to In Progress automatically changes when the incident is assigned to someone, can it stay on New? The fulfiller must acknowledge the incident by updating the State.
Is this possible

@Maik Skoddow
@Mark Roethof
@Gaurav Shirsat
@ghaing
@tltoulson
@Ankur Bawiskar
@Chuck Tomasi

Re: State from New to In Progress automatically changes when the incident is assigned to someone, ca

Dr Atul G- LNG — Wed, 21 Feb 2024 17:43:20 GMT

Hi @sabasiddiqui777

You need to check BR or client script for this. and disable this or set to New. But if assignee assigning then it means he/she already acknowledge.

Re: State from New to In Progress automatically changes when the incident is assigned to someone, ca

swathisarang98 — Wed, 21 Feb 2024 18:39:52 GMT

Hi @sabasiddiqui777 ,

There is a OOTB business rule - "Incident State Active on Assignment" which is making state to move from "new" to "In progress" if you want incident to stay in New state then you can disable this but note that this will be global change .

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

Re: State from New to In Progress automatically changes when the incident is assigned to someone, ca

swathisarang98 — Thu, 22 Feb 2024 09:51:06 GMT

Hi @sabasiddiqui777 ,

Thanks for marking my answer as helpful.If it helped you in any way please accept the solution so that it will be beneficial to the future readers with the same query

Thanks

Re: State from New to In Progress automatically changes when the incident is assigned to someone, ca

Dr Atul G- LNG — Thu, 22 Feb 2024 10:07:19 GMT

Just to add, better to copy and then change the BR , avoid changing OOTB BR as it may impact other areas as well.