incident ticket state has been changed from assigned to closed

[Alpha_K]

incident ticket  state has been changed from assigned to closed .

from assigned state they can only  move the ticket to InProgress or cancelled.

some how they have changed it to closed .

Th child ticket got closed when the parent was added. 

Parent state was InProgress at that time .

Need some help to identify the root cause

[Ehab Pilloor]

Hi @Alpha_K,

There may be a buggy business rule for child ticket. As for incident, it could be a Client Script. Also try and check if the activity field if it happened by default or someone changed the field. Then try to look for the root cause in Client Script if happen on load, on change or on submit. 

If you found my response helpful, please mark it as solution and helpful.

Thanks and Regards,

Ehab

[Robbie · Accepted solution]

Hi @Alpha_K,

To understand the what and how of a tickets lifecycle, I'd recommend starting with reviewing the Ticket history.

Here you'll be able view exactly what changed and by who. This will help indicate if it was a user which perhaps identifies a use case/path you were not aware of, or if the update was made by the system, or integration user for example.

If the update was from the system, you'll then need to dig a little further and explore the logs to see what was executed such as a background script, an admin or in fact an API updated something inadvertently.

Start with the incident record history and go from there.

To view the Incident ticket history, open the incident and right click at the gray bar at the top of the form. Navigate down to 'History' > 'List' as shown below.

If you need to view the logs, type 'Log' in the Navigation manu and click on 'All' under 'System Log'

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Alpha_K]

Hi Robbie,

Thankyou for helping me in finding the RCA

In the incident form there is a mark as duplicate UI Action when we click the ui action it ask for select for a parent incident , when parent incident is selected and updated then the child ticket state will be automatically moved to the closed state.

Thanks & Regards,

Alpha K

[Robbie]

Hi @Alpha_K,

Glad to help help and you found the cause or trigger point for the update.

Happy Tuesday ; )

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie