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?
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
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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
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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