Keith Posted October 26, 2017 Posted October 26, 2017 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 Posted October 26, 2017 Posted October 26, 2017 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 1
Keith Posted October 26, 2017 Author Posted October 26, 2017 Excellent news @James Ainsworth Thanks Keith
James Ainsworth Posted April 25, 2018 Posted April 25, 2018 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 Posted April 26, 2018 Author Posted April 26, 2018 Great news @James Ainsworth Thanks for the update.
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