Hi,
Can someone help me noodle through the purpose of the filters which force the status of an Incident back to "Assigned" when the assignee changes (ITSM 7.0.3 p9)? Particularly on submit.
We have several types of incidents that are created automatically (with a predefined assignee), and we need the status to be "In Progress" in order to trigger the associated tasks. Initially, there was only one case for this, so I just updated the run-if of the filters to accommodate that. Then a second case came along and I added that to the run if. Now, its coming out that we have a much more varied set of circumstances in which this needs to be bypassed. I can come up with several different options for dealing with it, the easiest of which is to just disable the filters (HPD:INC:SetStatusAssigned_100 and HPD:INC:SetStatusAssigned_101). But before I do that, I would really like to know why they are there to begin with. "Why, on submit, the assignee can't (or shouldn't) be set without the status of the ticket being reset to Assigned?"
Any help is appreciated.
Thad Esser
Remedy Developer
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