Case state is not changing from "Awaiting Feedback" to "Customer Response" when there is a response from the requestor via emailIssue One of the case State is not changing to Customer Response even though response received from requestor sample case: HRC0525717 Some of the sample cases are working as expected(changed to Customer Response). As per the custom Business Rule configuration whenever the state is "Awaiting Feedback" and "additional comments" are updated in the HR case then the only state is changing from "Awaiting Feedback" to "Customer Response".ResolutionWhen compared the data (audit), few fields like 'Resolve duration' and 'Resolved At' are not audited for affected HR case.As per the 'When To Run' of Business Rule -> state is on 'Awaiting Feedback' and the same logic is again checked on at the code level on the BR.'if(previous.state == 21 && current.state == 21)' can be removed. Here is the logic written is incorrect. It is not recommended to only check the current state and previous state of a field with same value and execute the logic to update the BR.