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

Hari S1
Tera Contributor

‎05-04-2023 08:56 AM

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.

 

 

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Hari S1
Tera Contributor
In response to Ian Mildon

‎05-04-2023 11:57 AM

Hi Ian,

 

I have created a new business rule to change state to "In progress" as below but its not working. Am I missing anything ? Can you please help me 

 

Business rule:

HariS1_0-1683226585356.png

 

HariS1_1-1683226611970.png

 

 

 

 

Thank you.

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Community Alums
Not applicable

‎05-08-2023 09:23 PM

Hari 

Set the state to In progress in action tab.

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