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Symptoms


Custom business rules which update the state are not working as expected on the incident table. 

Cause 


This may be caused by the OOB Business rules which sync the state and incident_state fields.

Copy Incident State to State

Copy State to Incident State

 

Because these run at order 0 and 1000000, they can cause an update to the state by a Business Rule within that range to be overwritten.

Resolution


Make sure your custom Business Rules update the Incident state as well. 

 

Article Information

Last Updated:2018-11-06 08:37:26
Published:2018-11-06