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?

[Chaitanya ILCR]

Hi @RBlor ,

if you only targeting the email replies and want to move the incident to in progress. update the related inbound email action and set the state to inprogress in the inbound email action

for BR you can refer and extend the OOB BR(Incident State Change to In Progress)

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[RBlor]

Yes, we want all watchlist replies to kick it back to in progress. this includes email replies from internal and external comments from the email.