state changes from( hold and reason awaiting caller ) to in progress when commented from portal.

[Rajat27]

My Requirement is that when user Comment on Incident only from service portal where present state is on hold and on hold reason is Awaiting caller  changes to In progress.

I write Below business rule but its changes from platform side too.

so how should I configured such that Business rule only trigger if request from portal side only.

[Gunjan Kiratkar]

Hi @Rajat27 ,

No need to write an BR, there is OOB BR already handling this condition.

Check below snapshot from OOB BR:-

[Rajat27]

@Gunjan Kiratkar    Thanks , found out way To achieve my requirement by using below code in BR

[Saurav11]

Hello,

I do not think there is a way to identify if a comment came form portal or directly in the native UI.

Currently OOB if a caller updates any incident comment it will automatically change the state to In progress irrespective of it was update directly in native UI or portal.

Please mark my answer as correct based on Impact.

[Rajat27]

@Saurav11 we can achive by below BR, thank you