enhancement Emailing customer when on hold

[Keith]

Placing a ticket on hold prevents us from sending an email. This doesn't seem right. 

Often while on hold I want to chase the customer for a response but in order to do so I have to take the request off hold and then immediately place it back on hold. 

I appreciate I can add an update but that is not our method of communication to customers as they are not notified and may not see the update ( a long standing frustration).

 

Regards

 

Keith

[James Ainsworth]

HI @Keith

We are just about to start a change that will let you set which actions are available when a request is on hold.  There is another forum thread which I'll see if I can find the link to..

James

[James Ainsworth]

 

[Keith]

Excellent news @James Ainsworth

Thanks

 

Keith

[James Ainsworth]

I just wanted to update the status of this requirement.  We have released a new setting that allows you to select which actions on the requests are available when the request is on hold.  This setting can be found in Administration under Home->Service Manager->Settings.  The setting is called app.com.hornbill.servicemanager.request.onHold.actions. The selected actions are global to all requests.

 

I hope this helps.

Regards,

James

[Keith]

Great news @James Ainsworth

Thanks for the update.