Changing the state to Active when user replies to email

[Khozema Attar1]

Hello Experts,

We put the incident in Awaiting User Info state when we need information from the user and send the email to the user requesting for further information.

When the user replies to the email, the incident state remains in Awaiting User Info state and we have to manually change the state to Active.

What we need is when the user replies to the email asking for further Information , the incident state should automatically change to "Active" from "Awaiting User Info".

Any Suggestions on how it can be achieved.

[Aakash Shah4]

I guess that should work. Just try the scenario.

[Aakash Shah4]

There will be an Inbound Action named Update Incident (BP) this is OOB

If you have created any other please check

add the below code in the inbound action

if (current.state == 4) //state vale for awaiting user info

      current.state = '2';     //state value for active

  current.update();

}

[Khozema Attar1 · Accepted solution]

This is achieved using Business Rule