How to change incident status from pending to work in progress when a customer adds a comment

[Manhar Sharma]

hi,

I am trying to create an automation rule for incident pending status to change to work in progress if there is a comment added by the customer via portal only.

I have created one automation rule however it is changing the status of the incident even if there is an comment/update added by the support team. Can we restrict this to customer portal only?

[Ravi Sagar _Adaptavist_ · Accepted solution]

Hi @Manhar Sharma 

You can add a condition to check if the user is a customer.

I hope it helps.

Ravi

[Joseph Chung Yin]

@Manhar Sharma -

I agreed with Ravi stated.  In our env (On-prems), using the out of the box automation rule which checking for user type = Customer + Comment is primary action

Another thing that you need to make sure that there are no further conditions/validation check in your WF moving from Pending to In Progress that prevent the issue transition to complete.

Hope this helps.

Best, Joseph Chung Yin

[Joseph Chung Yin · Accepted solution]

@Manhar Sharma -

I agreed with Ravi stated.  In our env (On-prems), using the out of the box automation rule which checking for user type = Customer + Comment is primary action

Another thing that you need to make sure that there are no further conditions/validation check in your WF moving from Pending to In Progress that prevent the issue transition to complete.

Hope this helps.

Best, Joseph Chung Yin

[Manhar Sharma]

Thanks Ravi and Joseph for your guidance. This works

[Paymydoctor]

See here: https://docs.bmc.com/docs/servicedesk91/changing-the-incident-request-status-609068735.html/paymydoctor