Jeremy Posted March 18, 2019 Share 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. Link to comment Share on other sites More sharing options...
Victor Posted March 18, 2019 Share 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 Link to comment Share on other sites More sharing options...
Jeremy Posted March 18, 2019 Author Share Posted March 18, 2019 @Victor yes we have this turned on Link to comment Share on other sites More sharing options...
Victor Posted March 18, 2019 Share Posted March 18, 2019 @Jeremy ok then. If you have an off-hold sub-status configured on "On Customer Response..." then it should work. Link to comment Share on other sites More sharing options...
Jeremy Posted March 18, 2019 Author Share Posted March 18, 2019 @Victor we have an example of IN00839102 where it did not take the request off hold when it updated. Link to comment Share on other sites More sharing options...
Jeremy Posted March 18, 2019 Author Share Posted March 18, 2019 @Victor found the issue!!!!! Link to comment Share on other sites More sharing options...
Victor Posted March 18, 2019 Share Posted March 18, 2019 PM an API key so I'll have a look Link to comment Share on other sites More sharing options...
Victor Posted March 18, 2019 Share 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..? Link to comment Share on other sites More sharing options...
Jeremy Posted March 18, 2019 Author Share Posted March 18, 2019 @Victor all sorted 1 Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now