This business rule will set the state to active on incident if a caller respond via Self Service or by email. This is helpful if you had the incident in a state of "Awaiting User Info" or another "Awaiting" state previously.
Business Rule
Set Active from Caller Response Table: Incident When: before Update: true Advanced: true Condition: current.caller_id == gs.getUserID() && current.comments.changes() Script: setActiveFromCallerResponse(); function setActiveFromCallerResponse() { //May need to adjust states here if your pending states are different if (current.state == "3" || current.state == "4" || current.state == "5") { current.state= '2'; current.work_notes = "Update from caller, setting state to Active"; } }
Also note you can use "gs.getSession().isInteractive()" in your condition if you only want this to run when using Self Service.
Hope that helps,
Mike