Take Items Off Hold Via Portal

[Logan Graham]

Hi Guys,

So hoping you can help me, I am trying to set it so if a ticket is on hold for whatever reason and a customer puts a update in the portal it will move it back into progress, I set the sub statuses to auto update and currently have both, 

app.email.routing.rules.allowRequestSubStatusUpdates and  app.email.allowRequestSubStatusUpdates set to on

 

Unsure what I am missing here so would appreciate the help. I looked over the forums to see if I am doing anything wrong and everyone seems to have the same settings set as I do.

Thanks,

Logan G

[Martyn Houghton]

@Logan Graham

Just checking that you have both the 'on hold' and the 'open' sub statuses set to auto update, plus you have selected the 'open' sub status in the Service config?

Cheers

Martyn

[Logan Graham]

Hi @Martyn Houghton

Thanks for the speedy response, I don't seem to have the same menu as you do in your image, so I do not get the top drop down boxes. 

 

Thanks again,

Logan G

[Martyn Houghton]

@Logan Graham

The options in my screen shot are from 'Service' in the 'Service Portfolio' , as the settings have to be set per service, once you have set them up in the Admin tool where your screen shot is from.

Cheers

Martyn

[Logan Graham]

Thanks @Martyn Houghton

I think this will be all I need to change, thanks again for the help. I will test this later today.