Changing incident task state from Closed to Pending and In Progress results in an inactive state - Known Error

Changing incident task state from Closed to Pending and In Progress results in an inactive state Description The incident task does not set the Active field correctly when reopening from Closed.

Steps to Reproduce

1. Create a new incident. 2. Create a new incident_task record and move it to WIP state. 3. Add the state field to the related list. 4. Set state to Closed Complete. Active will move to 'false' as expected. 5. Set state to Open. Active will move to 'true' as expected. 6. Set State to Closed Complete and save. Active will remain 'false'. 7. Set State to WIP. Active remains still 'false'. 8. Change the incident state from "Closed Complete", "Closed Skipped", "Closed Incomplete" to "In Progress" or "Pending". The active value remains "false".

Workaround This is expected behaviour. The correct procedure of reopening an incident task is to change the state to 'Open' first, and then proceed to 'WIP' state as per requirement.

The Active field value on reopening an incident task is only defined when moving from any closed state to a default state, i.e. 'Open'. Reopening an incident_task directly requires it to be moved to a default work state first, and then can proceed to change state to any other value.

If your requirement is to make active field true when moving to state "Work in progress", customise the default_work_state and set it to WIP.