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

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?

3 answers

2 accepted

1 vote
Answer accepted

Hi @Manhar Sharma 

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

Screenshot 2021-01-12 at 10.09.18.png

I hope it helps.

Ravi

@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

2021-01-12_8-12-51.png

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

0 votes
Answer accepted

@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

2021-01-12_8-12-51.png

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

Thanks Ravi and Joseph for your guidance. This works

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