How to update automatically the incident state from "On Hold" to "In Progress" when a caller updates

[Hari S1]

Hi,

Usually, Ticket assignment group members put ticket state as "On Hold" when they need some feedback from Caller. So

how to update automatically the incident state from "On Hold" to "In Progress" in ServiceNow when a caller updates the comments through email.

Thank you in advance.

[Joe S1]

Hi @Hari S1 

You can create or update an existing Inbound Email Flow to update the record if the email is a reply coming from the Caller that will update the comments of the email and move the State back to In Progress.

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/flow-designer/task/creat...

[Jaspal Singh]

Hi Hari,

There are already quite a few solutions available on community. Few of which as below.

Link1

Link2

[Hari S1]

Hi Jaspal,

Is this possible to achieve the same with Business rule?

Thank you.

[Ian Mildon]

As (for the most part) customers only have access to update the Additional Comments, you can create an "update" business rule with conditions such as:

additional comments changes

state is on hold

Then in the Actions set it to do the following:

state to in progress