business rule not triggering state change for external address replies/coments

[RBlor]

I have a business rule that seems to only work with internal people's replies. When it is an external user who replies to the case via email, it doesn't seem to trigger. Is anyone able to assist in helping me fix this or help me understand why it only works with internal replies? The goal is to flip state to "in progress" when someone replies

[Ankur Bawiskar]

@RBlor 

are you sure external user is able to update the record replied?

if external user doesn't have write access then it won't update and hence BR won't trigger.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[RBlor]

When a external address replies to a watchlist notification, it updates the comments.  This action does not trigger the business rule for some reason

[Ankur Bawiskar]

@RBlor 

if the record is updated then BR should trigger

I believe this condition is failing as it tries to search the external user in watch list

did you try removing the conditions 1 by 1?

OR

May be the BR condition is getting satisfied, script fails?

share what script is doing

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[RBlor]

hi sorry for the late reply i was sick. That dynamic condition was put in to try to make the BR only trigger if the commenter changing was not the assigned to.