Jeremy Posted March 18, 2019 Posted March 18, 2019 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.
Victor Posted March 18, 2019 Posted March 18, 2019 22 minutes ago, Jeremy said: 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 Yes. Can do this using sub-statuses https://wiki.hornbill.com/index.php/Request_Sub-statuses
Victor Posted March 18, 2019 Posted March 18, 2019 @Jeremy ok then. If you have an off-hold sub-status configured on "On Customer Response..." then it should work.
Jeremy Posted March 18, 2019 Author Posted March 18, 2019 @Victor we have an example of IN00839102 where it did not take the request off hold when it updated.
Victor Posted March 18, 2019 Posted March 18, 2019 2 minutes ago, Jeremy said: found the issue!!!!! Didn't see this when I posted my reply... so, is it sorted or..?
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