When the state is "On Hold" and the "On Hold Reason" is "Awaiting Caller", the incident state will automatically change to "In Progress" once the caller user makes a change to the incident.

[Smith Johnson]

Hello,

right now when I have an incident at "On hold' state (Awaiting for Caller), and the caller makes a comment on the ticket conversation, the incident remains at "On hold" state.

How can I change the incident state to "In progress", once the user makes a comment?

Thank you in advance.

[Willem]

You can use a Before Business rule:

Then under actions:

[Smith Johnson]

I think that this is not going to work for me because of the following:

I have a caller field when the incident is opened. So the user "A" who opens the incident on portal can set the caller of the incident to be the user "B". 

However, the user "A" comments on the ticket conversation.

So, it means that the caller is(dynamic) me condition is going to be false (since the caller is the user "B").

Any ideas?

[Willem · Accepted solution]

If you also want it for the opened by commenting you can change the condition:

[Smith Johnson]

Thank you so so much!!! It's exactly what I wanted.