Hi @Cat ,
This issue usually happens because the UI Policy runs before the BR.
The browser does not know that your BR is going to change the state to "In Progress" when you hit save. So the UI Policy blocks you away.
Switching to a Data Policy we will have some new issues. Data Policies do not have "Changes to" or "Changes from" options. Also, even after the state changes to "In Progress", the "On Hold Reason" still stays as "Awaiting Caller" in the server side. So next time, if someone tries to add a Work Note the Data Policy will block them again and ask for Additional Comments.
The easiest way to fix this with No code is using UI Policies and we can use two UI Policies.
1. Enable your Original UI Policy.
Condition: [State] IS [On Hold ] AND [On Hold Reason] IS [Awaiting Caller] AND [Assignment Group] IS [Service Desk].
UI Policy Action: Set Additional Comments Mandatory.
2. Create another UI Policy (This will fix your issue)
Condition: [Assignment Group] IS [Service Desk] AND [State] IS [On Hold].
UI Policy Action: set State TO "In Progress".
The moment the user selects "Service Desk" our second UI Policy will instantly change the state to "In Progress". Because the state is will no longer be "On Hold", the first UI Policy stops asking for comments. The user can save the incident easily, and this will not lock the ticket for future Work Notes.
You can keep your Business Rule exactly as it is turn off the Data Policy and try this out.
Have a good day!
Best,
Chanuka
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