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Showing results for tags 'off-hold'.
We have a process that we thought worked but it appears that the timers are not expiring, we have a node (see below) that places the call on hold for a year but it hasn't come off hold. These are the details of the request showing when it was logged: Is there something that has not worked or we have done wrong as we used the spreadsheet calculator that was provided by Hornbill to work out the hours etc.
When a request is updated via email and the System AutoResponder adds the email to the request, is there a way of taking the request off hold automatically. We have this when we updated a request manually via email and an analyst applies an email to it then it auto takes the request off hold.
Is there a way of taking a call off-hold automatically by using the email routing rules? So, if a call is on-hold and we're waiting for someone to confirm that they're back from holiday for instance, if they send an email to IT Support letting us know that they're back, can this email be used to update the ticket and take it off hold? thanks