Business rule to kick incident back to in progress after any watchlist reply

[RBlor]

I am having an issue making this business rule work with anyone that replies on the watchlist, internal or external users. We want this to work with email replies with internal and external email replies. What is the best way to do that?

[Rafael Batistot]

Hi @RBlor 

• current.comments → is for Additional comments (customer visible)

• current.work_notes → is for Internal comments

• Watchlist replies (email replies) can land in either Additional comments or Work notes, depending on the email settings / reply header, not only comments.

So if you only check current.comments.changes(), you’re missing internal replies.

Update your script to check both fields:

var replied = current.comments.changes() || current.work_notes.changes();

    if (replied && current.state != 2) {
        current.state = 2; // In Progress
    }

[RBlor]

So I don't need to specify if it is a person in the watchlist? would I just add the adv script with and keep whats in the condition gui

[Bhuvan]

@RBlor 

You can simply add a OR condition with your existing condition of Additional Comments to include Work Notes.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[RBlor]

I meant as internal or external email or senders not comments. my mistake I should of clarified