How to automatically change the Incident state after "Create Normal Change" action?

Question

I would like to set the state to "Awaiting Change" when a Change is created from the incident using "Create Normal Change" or "Create Emergency Change" UI action.

Answer 1

When you create a change from either of those UI Actions, the Change Request field is populated with a reference to the one that was generated.

You can create a Business Rule for this that triggers when this happens. You can change the State once the Change Request field changes.

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Name: Change Created

Table: Incident

When to run

Update: checked

Filter Conditions:

• Change Request changes
• -- and -- Change Request is not empty

Actions

Set field values

• State To On Hold
• On hold reason to Awaiting Change

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Something like this