Need to update the state of Case when Customer responds

[Nishant16]

I need to update the state of the case automatically to Open when the customer adds additional comments to the case on Awaiting info state.

how can i achieve this?

[Allen Andreas · Accepted solution]

Hi,

You can create a before business rule on the case table that when the comments changes and it's updated by the customer's User ID (user_name) and the state is Awaiting Info, then in the actions tab, set the state to Open.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[OlaN]

Hi,

Create a business rule for this purpose.

Set the conditions to run to something like the following.

When to run
State - is - Awaiting info
Additional comments - changes
Updated by - is same as - Customer of the case ( don't know what this field is called)

Actions
State - To - Open