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We have requirement to setup Automatically status change for Helpdesk SR's when response received

Received Response

Hi There,

We have received requirement to setup HRHD automatically status change of SR's when customer user send response via email.

Status should be changed from On=Hold to In-Progress.

After going through Oracle document i understand that this can be achieved setting up triggers and writing groovy scripts.

Can anyone please help with setup if they have already using this functionality ?

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