Ok so, I am looking for some advice on how I can get my decision to work
When an Incident is with customer it is placed on hold, At the moment the incident comes out of on hold when the analyst adds a note. I have fixed this in test.
However what I want to happen is when the raise user updates/adds a note to the incident I want the incident to come out of "with customer only" then, if the analyst updates it stays with customer until forced.
Illustrations below.
This is the current condition I have in place, even when the user updates the note in Self Service it stays in "with customer" I know the process after this condition takes it out of with customer as above it did this in the wrong way. Please help?
