Updated code.js for incident tagging logic to track caller-driven comment updates

[Shweyy123]

README.md

📌 Description

This Business Rule automatically manages a tag (label_entry) on an incident record based on who updated the Additional Comments field.

🔹 If the caller (the person who opened the incident) adds a comment, the rule adds a specific tag (e.g., “Caller Responded”) to the record.

🔹 If anyone else (e.g., an agent, fulfiller, or system user) adds or modifies the comment, the tag is removed.

This tagging mechanism provides a visual indicator of caller activity on the ticket. It's particularly useful in:

📊 Triage scenarios — agents can quickly identify incidents that require follow-up because the caller re-engaged.

📈 Reporting — teams can track caller interaction trends for SLA monitoring or customer responsiveness.

🧠 Queue management — prioritize incidents where the customer is actively responding.

The script uses the label_entry table to associate or remove a predefined tag, depending on whether the sys_updated_by value matches the incident's caller_id.

[WillemZeiler]

Thank you for your contribution. However, this submission is not relevant to this repository. We encourage contributors to review the project's objectives and guidelines (see the README.md and CONTRIBUTING.md files) before submitting pull requests. Closing this for now. Once you make additional changes, feel free to re-open this Pull Request or create a new one.