email System AutoResponder - taking off hold

[Jeremy]

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]

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

[Jeremy]

@Victor yes we have this turned on

[Victor]

@Jeremy ok then. If you have an off-hold sub-status configured on "On Customer Response..." then it should work.

[Jeremy]

@Victor we have an example of IN00839102 where it did not take the request off hold when it updated.

[Jeremy]

@Victor found the issue!!!!!

[Victor]

PM an API key so I'll have a look

[Victor]

2 minutes ago, Jeremy said:

found the issue!!!!!

Didn't see this when I posted my reply... so, is it sorted or..?

[Jeremy]

@Victor all sorted