Unable to change state from Inprogress to New

Ajin95
Kilo Contributor

‎03-26-2025 12:42 PM

Needs to transfer the incident from inprogress to New to another queue, Currently incident is in Inprogress state in Queue1. trying to transfer via postman, while trying state is not changing to new still its in inprogress.

 

Below is the json I have passed.

{
            
             "number":"INC000001",
              "state":"New",
              "assigned_to": " ",
              "correlation_id":" ",  
              "assignment_group":"Voice Operations L2",
              "u_external_comments":"Reassigning to a different group because xyz add if vendor",
              "work_notes":"Hi test",
              "comments":"Customer notes"
                
               
}
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Brian Lancaster
Tera Sage

‎03-28-2025 04:28 PM

Have you tried sending 1 instead of New. 1 is the backend value for the state of new. Also looks like you have some customizations so do you have any client script or business rules that do not allow the state to be change to New once it is in a state of in progress.

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