We have a requirement that when an Incident ticket is in a State of 'On Hold and 'On Hold Reason' is 'Awaiting Caller', when the caller adds additional comments or respond back to an email notification to automatically change the State to 'In Progress'. This is working.
However, after the Incident goes to 'In Progress' State, we cannot choose 'On Hold' state and 'On Hold Reason' of 'Awaiting Caller' again, because the 'On Hold Reason' still has the value in it, and when saving it flips back to 'In Progress'.
I believe the below script that is being used in the Business Rule is where I need to make a change, but I can't determine if that is the place to make a change. And if so, what the change should be. Or, if there is a UI Policy or something else I need to update?
Hello -
Thank you everyone for your ideas. I finally got this working by the following:
1) Marked the [Move "On Hold" to "In Progress"] Business Rule from Active = true to Active = false
2) Added the following script to the 'Actions' of the 'Inbound Email Action' of [Update Incident (BP)]:
gr.state = 2;
if (gr.state != 3)
gr.hold_reason = '';
3) Added the following additional action to the 'Incident State Change to In Progress' Business Rule 'Actions':
Set field values of 'On hold reason' To 'None'
Hi Roberta,
Could you change the business rule to the following and give it a test?
Let me know the results
Please mark my answer as Correct/Helpful based on impact
Regards,
Dan H
Hi
I tried that already, and it doesn't work. It lets me change from In Progress to On hold-Awaiting caller and sends the caller and email, as shown here:
Then, when the caller responds it goes back to In Progress state, as expected.
However, the problem is that if I try to change it again from In Progress back to On Hold-Awaiting caller it flips it back to In Progress state and the value in the On Hold reason field isn't clearing.
Hi Roberta,
As per my understanding of this Business Rule, once you have changed the state to In Progress then you will not be able to change the On Hold Reason to Awaiting Caller because whenever you try it matches the conditions again and changes the state back to In Progress state.
If you still want to achieve this requirement via this Business Rule then you need to have a custom flag field on the incident table in order to control this behavior.
Note: You might need to modify Inbound Actions, if you want this to work with Emails/Notifications.
Below is the reference to a custom True/False field To On Hold (Awaiting Caller) which I have created to meet the requirements of your use-case;
Let me explain to you that how it works;
- To change State and Incident State to In Progress, just make sure that To On Hold (Awaiting Caller) is False along with other conditions.
- To change State to On Hold and On Hold Reason to Awaiting Caller, make sure that To On Hold (Awaiting Caller) is True.
Hopefully this will help you a bit.
Regards,
Muhammad Khan
