How to change state from pending to work in progress when ever user replies from service portal like we have in incident .

[Community Alums]

I'm trying to implement incident feature to service request from service portal , how to change the state from pending to work in progress whenever user replies from service portal,kindly share your thoughts.

[christopheriron]

Hi Susmitha,

You can add a business rule to take care of this, it would be something like the below

Condition = current.comments.changes() && current.sys_updated_by == current.caller

Script: if (current.incident_state == 'pending') {

current.incident_state = 'active';

current.update();

}

Thanks

[Chuck Tomasi]

That would best be done with a business rule... BEFORE business rule be precise. Use the condition builder to look for comments changing, the current state "Pending" and optionally who made the comments then update the state to Work in progress. No scripting needed.

Reference:

Docs: Business Rules

Developer: Business Rules Technical Best Practices Overview

[Sama4]

Hope the ticket state has to be changed when user reposed from the portal ( ticket conversations widget). Anyone edited this widget to change the state of a ticket as well along with the comments update.

[Aishwarya20]

Hi @Chuck Tomasi ,

Iam having same requirement, I created business rule as u said and its working fine, but when end user is commenting from portal view then state is not changing, what can I do in this case?

Pleasee guide me on this...