On-Call Workflows are not updating assigned_to field when an incident escalation is accepted fails to Update assigned_to Field - Known Error

On-Call Workflows are not updating assigned_to field when an incident escalation is accepted fails to Update assigned_to Field Description On-Call Workflows are not updating assigned_to field when an incident escalation is accepted This is usually observed when there is custom query BR on the affected table

When an incident is escalated and the on‑call user acknowledges the page by replying “ACC” through voice or SMS, the On‑Call workflow does not update the incident’s assigned_to field. The failure occurs when a custom query Business Rule (e.g., “KECK – Domain Query”) runs on the incident table, blocking the guest session used by the Twilio response. As a result the incident remains unassigned, and system logs may show an INSERT error.

Steps to Reproduce

Observed whenever, you create an incident that sends out SMS to notify on-call user. When the user replies back with ACC, assigned to is not updated correctly.

System logs may throw similar error: FAILED TRYING TO EXECUTE ON CONNECTION glide.24 (connpid=746990): INSERT INTO task

1. Log in as an admin. 2. Create a Trigger rule that sends an SMS or voice notification for a new incident. 3. Add or import a custom query Business Rule on the incident table (e.g., KECK – Domain Query). 4. Create a new incident that triggers the on‑call notification. 5. Respond to the notification with “ACC” via voice or SMS. 6. Observe that the assigned_to field is not updated.

Workaround This issue is resolved (PRB1781438). Upgrade to Yokohama or later, or apply Australia Patch 4 / Zurich Patch 11 if you're on an earlier release family, to resolve this issue.