Automatically change from "On hold" to In Progress" when a customer adds a comment

[Srinivasu2]

Hi Community,

The Service now system is not updating the ticket status to automatically change from "On Hold" to "In Progress" when a customer adds a comment, as expected. This issue requires an urgent fix to restore automated workflow functionality

Could you please suggest the solution?

Thanks,

Srinivasu

[Najmuddin Mohd]

Hi @Srinivasu2 
Can you check the business rule with Name: 'Incident State Change to In Progress' on Incident table which defines the logic to update the Incident from On hold to In progress when commented.}

Hope this helps.

Regards,
Najmuddin.