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

RBlor
Mega Guru

3 weeks ago

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

 

Screenshot 2025-10-24 112248.png

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yashkamde
Tera Contributor

3 weeks ago

The business rule has a filter condition where the state must be “On Hold” for the rule to trigger. This is fine, but ensure that this condition is valid for all incoming comments (internal and external). You may need to adjust the condition to accommodate both types of users.

Use the System Logs to check if the business rule fired and if there were any issues with the conditions.

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