Hello community
few months ago we allowed watch list users to comment a ticket from portal recap page
Client is happy and that thing delivered unbelievable value for around 500 users.
NEW Requirement:
Client want that if watch list user add a comment from the portal and the ticket is in On Hold, the comment should automatically update the state from On Hold to WIP (basically reproducing what caller's comment already do with the OOTB configuration).
Issue:
The issue here is that assignment group can add people to watch list as well (from back-end) and they might leave a comment visible to customer that should not be confused by comment added by caller defined watch list.
Question:
What can i implement to distinguish caller defined watch list and understand if the comment is added by him/her watch list and therefore the state should change, or it's back-end stuff and the state should not be updated?
Thank you in advance
Marco
