Adding a new business rule: Add or remove a tag from the ticket whenever the comments are updated.

Server-Side Components/Business Rules/Add or remove a tag from the ticket whenever the comments are updated/README.md

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+The purpose of this code is to conditionally apply a specific label (label_entry) to an Incident when the person updating the record is the same as the caller. If the update is made by someone else, the label is removed.
+This mechanism helps fulfillers quickly identify caller driven updates, enabling faster and more targeted responses. Additionally, it can be leveraged in reporting to track caller engagement.

Server-Side Components/Business Rules/Add or remove a tag from the ticket whenever the comments are updated/code.js

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+//Business Rule: After update on the incident table
+//Condition: Additional comments changes
+//Create on global Tag record ex: Comments added
+
+(function executeRule(current, previous /*null when async*/ ) {
+
+    var caller = current.caller_id.user_name;
+// Add tag to the incident record if the comments is updated by the caller
+    if (current.sys_updated_by == caller) {
+        var add_tag_entry = new GlideRecord('label_entry');
+        add_tag_entry.initialize();
+        add_tag_entry.label = '<sys_id  of the Tag>';
+        add_tag_entry.table = 'incident';
+        add_tag_entry.table_key = current.sys_id;
+        add_tag_entry.insert();
+    } else {
+// Remove tag from the incident record if the agent responds back to the caller
+        var remove_tag_entry = new GlideRecord('label_entry');
+        remove_tag_entry.addEncodedQuery("label=<sys_id of the Tag>^table_key=" + current.sys_id);
+        remove_tag_entry.query();
+        if (remove_tag_entry.next()) {
+            remove_tag_entry.deleteRecord();
+        }
+    }
+
+})(current, previous);