System Admin and Configuration

Get Involved. Join the Conversation.

Topic

    Muthulakshmi Muthaiah
    Business rule to change incident status to...
    Topic posted November 25, 2015 by Muthulakshmi MuthaiahBronze Trophy: 5,000+ Points, last edited December 1, 2015 
    230 Views, 2 Comments
    Title:
    Business rule to change incident status to "Assigned"status isn't working
    Content:

    Hi All,

    I have created five status -Unassigned,Assigned,Inprogress,Preclosed,Closed.

    Unassigned--->Once the incident is created the status should be unassigned until it assigned to some agent.It is working fine.(Automatically the initial status is unassigned)

    Assigned---->Once the incident is assigned to an agent, the status should be changed to "Assigned" automatically. It is not working as expected for round robin functionality.

    I have created the business rule to change the status Assigned based on the below conditions.

    Incident previous status = Unassigned and Assigned = agent name , then the status should change to Assigned and transition state will continue to next state.

    But this is not working.Could anyone tell how to achieve this functionality?

    Thanks,

    M.Muthulakshmi

     

    Edited by eleep to have a more specific subject title.

    Comment

     

    • Keri Jenkin

      The Transition State action is an option that switches the RULE state that the object lives within. It sounds like you want to switch the status. So you'll need an action to set field > Incident.Status = appropriate next status value.

      Hope that helps,
      Keri

    • Sylvia S

      Dear Keri,

      Please elaborate on the action "set field > Incident.Status = appropriate next status value" from your above response. 

      Thanks.

       

      Regards,

      Sylvia.