Incident tracking after chaning state

[GPavanKumK]

Hi ,

In CSM if some agent already changed state or added comments in Work notes or additional comments...

Will the TKT gets false ?

or will it stay true?

condition1 

If incident was in progress

customer escalated.

ticket go created.

now the state of active is true.

agent updated comments. Will the state of tkt becomes closed complete?

and active false?

or will it stay true?

[harishk07]

Hi Pavan,

No, updating Work notes or Additional comments does not change the Active flag or automatically close the ticket.

In CSM (and in SN in general), the Active field is driven by the State, not by user activity.

Regards,

Harish

[GPavanKumK]

When it could change automatically ,like BR, Flow designer? 

any Realtime example

[harishk07]

Can you please elaborate your requirement? Then I can explain the possibilities more precisely. Changing the active flag to false is recommended only when the state changes from Resolved to Close (which happens out of the box by default). If your requirement is to change the state from Awaiting info to in-progress when a comment is added, or something like that, then you can configure a Before business rule (only unless there is no such OOTB mechanism currently exist) with following condition - 

Condition: current.incident_state == 4 (awaiting info) && current.comments.changes()

Script:
current.incident_state = 2; (in-progress)

Best Regards,

Harish

[GPavanKumK]

Like if we made any changes state  on parent incident then  ticket state will change?