Whenever there is comment added on incident, state changes to in progress from on hold.
Why so. Can't find any business rule for it. Is this expected behavior or not.
What is best practice. If agent assigned to the ticket isnt around at desk(shift changes) to attend when comment is added on the ticket, state goes to in progress and the sla timer as per ticket priority continue to tick and by the time agent resumes next day, lot of sla time would have elapsed.
What is best practice on the state change part . Assuming other agents cannot pick it up due to their own ticket bucket
