Incident record remains active after adding new value to the "close_states" dictionary attributeIssue Incident record remains active after adding new value to the "close_states" dictionary attribute Cause The out-of-the-box (OOB) "incident reopen" business rule runs after the Task Active State Management business rule, which will set the "active" field value to "false" if the State field value changes to one of the configured close states. However, the "incident reopen" business rule will set the Active field value back to "true" if the State value is not Closed or Cancelled. Resolution Modify the Condition field value of the "incident reopen" business rule to include the state that was added to the "close_states" attribute. For example, if the Resolved state was added to the "close_states" attribute then the Condition value for the business rule will change to: current.incident_state != IncidentState.CLOSED && current.incident_state != IncidentState.CANCELED && current.incident_state != IncidentState.RESOLVED