Are there any business rules that changes the value of state when an additional comment is added?

[Navaneeth1]

I have an inbound email action to add additional comments on a ticket. When this happens and an additional comment is left, it changes the state back to the value 1 state. Is there a way for this to not happen? Also, is there a way to create a business rule that could assign the previous state back to the ticket?

[Gustav Aldenbra]

Hi @Navaneeth1 

If this is on the incident table there is a OOTB Business rule "Incident State Change to In Progress". See the conditions for this rule in attach image. 

[Weird]

There is an OOB BR on incident table called "Incident State Change to In Progress".
It changes the state if the ticket is on hold, waiting for caller and the comment is from caller.

You didn't specify where you're running into this problem so it's a bit hard to give any concrete advice, but usually it makes sense that a comment from caller or opened by should move the ticket to WIP state.
If it's an issue in general that any comment changes the state, then you'll need to check your BR's for any where the filter condition, condition or script contains comments and see if you can modify the conditions to match your case.

Here's an example query on the BR table:
collectionINincident,task,sc_req_item,change_request^scriptLIKEcomments^ORfilter_conditionLIKEcomments^ORconditionLIKEcomments

Sometimes it makes sense to update comments from an inbound action so that it states the comment is from an email. Then you can modify your BR to, for example, ignore state changes on comments that contain that additional phrase from the inbound action.