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Business rule to change incident status to "Assigned"status isn't working

Received Response
edited Jun 8, 2022 11:30AM in General Technical Discussions 2 comments


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.

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