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‎09-25-2025 06:15 AM
Ticket status to automatically change to "In Progress" state if the caller/affected user responded or have any updates on the ticket
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‎09-25-2025 07:45 AM
Hi @RohithsharC,
please share more details, this is not enough to understand your requirement.
What table are we talking about - incident, other or a custom one?
This should work OOTB if not customised..
✂-----Cutting-out-the---✦AI-noise✦---All-replies-written-and-vouched-for-by-GlideFather---
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‎09-25-2025 07:50 AM
for incident
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‎09-25-2025 08:09 AM
@RohithsharC Refer: https://www.servicenow.com/community/developer-forum/inbound-action-updating-incident/m-p/1965886
You can add the filter for caller and state as per your requirement.
Please mark the answer correct/helpful accordingly.
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‎09-26-2025 08:32 AM
@RohithsharC did you check this solution?
