tickets "Awaiting user info" updated by the user should automatically change the status to "in progress"

[app]

Hi,

There is requirement that if a user update the ticket like something in additional comments or reply on mail, status should automatically change to 'In Progress' from 'Awaiting User Info'.

Please provide me a solution.

Thanks.

[Aishwarya Puri]

Hi,

There is OOTB Inbound email action for incident update. You can check that it will help you in achieving this.

Or you can make new inbound action with

Type = Replay

and in script include this in in your code

Script =current.state= ' "Your value"';

I hope it helped you, if it did please mark it correct or helpful

Warm Regards, 

Aishwarya Puri