We have a requirement that when an Incident ticket is 'On Hold and 'On Hold Reason is Awaiting Caller' when the caller id adds additional comments to automatically change the State to In Progress. When call id adds comments and On hold reason is - Awaiting Evidence this is being changed to In Progress in error. Below is the script that is being used in the Business Rule but the Architect that created it is gone and I don't know scripting that well so I wondering if I could get some help to resolve the issue.
I don't see anything that species on the exact On hold reason.
There is a business rule that comes out of the box with conditions defined. Looks like this:
There is a business rule that comes out of the box with conditions defined. Looks like this:
