How to test a change state from 'On Hold' to 'In Progress' when a caller responds to an Incident

[Collin Johnson]

I need a way to test this:  If an Incident has a 'State' of 'On Hold', and the 'Additional Comments' are updated (via the out-of-box 'Update Incident' or 'Update Incident (BP)' Inbound Email Actions), the 'State' of the Incident should change back to 'In Progress'.

I can see when the email notification is sent, but not sure how to test when a reply is sent that the State will be updated.

Any thoughts?

[Bill_Ymr_61 · Accepted solution]

We recently set this up using a Business Rule.  This is in New York, but should work in Madrid.

When to run:

Actions:

I then impersonated a user with itil role and logged an incident with my name, then put it On Hold -> Awaiting Caller.  This sent an email (we have DEV and TEST setup to send all email to a service account).  I replied to the message, which added the comments to the incident and set the State to In Progress.

I hope that helps.