Change of state from On hold to In progress on condition.

[Atchutaram]

Hi Team,

I have been trying to configure state should be changed to In Progress from On hold and On hold reason is awaiting caller only when Caller, watch list people comments on additional comments. How can i achieve this?

BR, 

AtchutRam

[swathisarang98]

Hi @Atchutaram ,

OOTB there is a Business rule configured for incident you can create something similar with your condition,

BR Name: Incident State Change to In Progress

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Atchutaram]

Hi @swathisarang98 , that looks good if Caller updates the additional comments. what can i do if watch list people comments on Additional comments.

Thanks in advance.

[swathisarang98]

Hi @Atchutaram ,

You might have to use scripting part for this like inside script you can add your condition and inside that set the state to in progress ,

Example :

if ((current.caller_id == gs.getUserID() || current.opened_for == gs.getUserID() || current.watch_list.toString().indexOf(gs.getUserID())>-1) && current.comments.changes() && current.state == 'YOUR PENDINGVALUE' && current.hold_reason == 'YOUR AWAINTING USER VALUE') {
}

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Atchutaram]

Hi @swathisarang98 , i do have one additional requirement to this. So i have this caller field, when caller is guest, it gives me user input field where the guest caller enters one email id, if that email id person also changes additional comments, it should change the state. how can i fit this condition?