We have a PagerDuty integration facilitates some Incident Management processes. We are seeing that when a ServiceNow Incident, created from the PagerDuty integration, gets the Assigned To field updated to a new person, the PagerDuty Integration changes the ServiceNow Incident State to "In Progress." In this use-case, we have support teams working different shifts. If an Incident goes unresolved at the end of one shift, the handoff to the oncoming shift includes reassigning the unresolved Incident to a new resource coming on shift. In most cases, these Incidents have a State of "On Hold." Because the PagerDuty Integration changes all these Incidents back to "In Progress," it puts undue administrative effort on the support teams to have to review all the Incidents and change State back to the previously set "On Hold" status where appropriate. Does anyone have any insight as to why this is happening and what we can do to prevent the unnecessary State change when Incidents are re-assigned to another member of the same Assignment Group?
