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Emailing customer when on hold


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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).





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  • 5 months later...

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.



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