Update Customer Case state to Awaiting Info when Incident is set to On hold

[NerijusS]

Hello, our customers are raising cases over the customer portal and incidents are being created and associated with the case accordingly. We have noticed that when the agents are setting the incident state to the "On hold" the case state is not being updated, so the customer ar not being notified over the portal that their action is required. Could someone please let me what is the easiest way to update customer case state to Awaiting Info when incident state is being set to On hold. Should it be the business rule (advanced way) or maybe can we do it using flow designer? Thank you

[KB18]

Dear @NerijusS 

You can achieve this requirement via business rule on the incident table with condition state changes On hold, 

var gr = new GlideRecord('Case Table');

gr.addQuery('incident','SYS ID of the Incident record');

gr.query();

if(gr.next()){

gr.state = 18;

gr.comments = 'State changes to Awaiting Info as Incident request is on hold.'

gr.setWorkflow(false)

gr.update()

}