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]

There is an OOTB business rule that does this:

yourinstance.service-now.com/nav_to.do?uri=sys_script.do?sys_id=162581e087133200b4ae6c5837cb0b1a

It will set state and incident state:

Check if that Business rule is active. If it is, make sure there is no other Business rule interfering with the Business rule or ACL that is preventing from setting the state.