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  where this email id is captured do you have any custom field which is capturing guest email id ?

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

Regards,

Swathi Sarang

[Atchutaram]

Hi @swathisarang98 , yes when caller is guest, user input field will be shown the guest enters the email in user input field. In user input field guest email is captured.

[swathisarang98]

@Atchutaram , i dont think its possible to check whether comments are updated by the email id which is captured in the user input field. .

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

Regards,

Swathi Sarang

[Dr Atul G- LNG]

Hi @Atchutaram 

May i know what is use case of same.

I have been trying to configure state should be changed to In Progress from On hold and On hold reason is awaiting caller

Atul: It can be done manually, as in progress to on hold done by ITIL user not by the end user or caller.

only when Caller, watch list people comments on additional comments. How can i achieve this?

Atul: Additional comments used by ITIL agent / fulfiller to update something to user. Lets say I am agent and i write thanks for cooperating and we are closing incident , but if your requirement is there, then a incident will never get closed. I think some gap in requirement. 

[Atchutaram]

Hi @Dr Atul G- LNG 

Noted, will try this and will get more information on this.