yelyah.nodrog Posted July 15, 2019 Share Posted July 15, 2019 Afternoon, As part of a process i'm building we suspend a ticket, wait for request email: However once the email has been received into the ticket, the process is not starting up again, it should the move the ticket to open. However that is not happening? Am i assuming the node does something it doesn't or is there a issue? If this isn't the node to use to start the process up again could someone please point me in the right direction? Many thanks Hayley Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted July 15, 2019 Author Share Posted July 15, 2019 Just realised this is for sending a email from a request, how would be go about setting it so it is waiting for something to come in? Link to comment Share on other sites More sharing options...
Victor Posted July 16, 2019 Share Posted July 16, 2019 21 hours ago, yelyah.nodrog said: how would be go about setting it so it is waiting for something to come in? @yelyah.nodrog if that something is an email then I'm afraid we don't have anything for that... Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted July 17, 2019 Author Share Posted July 17, 2019 You don't have anything to take something off hold if something comes in via email? can this please be looked at as a enhancement feature? As taking something off of hold after a email comes in would be very helpful. Allowing analysts to know the ticket has new information and it has gone back into a open state. H Link to comment Share on other sites More sharing options...
Aaron Summers Posted July 19, 2019 Share Posted July 19, 2019 +1 for us@yelyah.nodrog Our workaround for this is to suspend the ticket and ONLY change it to open when "any update" has apply to the ticket. So when we put ticket on hold for customer response and the ticket are waiting for an update, any kind of update. But it a hit and miss process because sometime when customer put in out of office reply which trigger the response to the email and open the ticket as soon I put it on hold, however, most of the time it was successful when customer did response. Hope this helps. Aaron Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted July 22, 2019 Author Share Posted July 22, 2019 @Aaron Summers Its definitely a start thanks! H 1 Link to comment Share on other sites More sharing options...
HHH Posted July 22, 2019 Share Posted July 22, 2019 On 7/19/2019 at 12:30 PM, Aaron Summers said: But it a hit and miss process because sometime when customer put in out of office reply which trigger the response to the email and open the ticket as soon I put it on hold, however, most of the time it was successful when customer did response. We do the same thing. It helped to add a routing rule that deletes incoming emails containing "autoreply" in the subject. Link to comment Share on other sites More sharing options...
Aaron Summers Posted July 22, 2019 Share Posted July 22, 2019 @HHH We did that before but we abolished that rule because most of the time it actually useful to received as they usually confirm the date to return to the office so that we can change the ticket date on hold for longer or shorter duration. So we add another node to put the ticket on hold after "autoreply" emails came through. it still have hit and miss process but It works Aaron Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 23, 2019 Share Posted July 23, 2019 Hi All I am trying to build a BPM that also does the same - can I check what nodes you are using in this process please - would it be just a 'Suspend - Wait for Request Update' node only? Below is the node setup - I have tested sending in an update to a request on hold, but this didnt appear to take it off hold? I had to wait for the test 20 minutes to expire then the request came back to life! Thanks Link to comment Share on other sites More sharing options...
Bob Dickinson Posted August 1, 2019 Share Posted August 1, 2019 Hi All, If you havn't done already, the way to automatically trigger a request coming off hold from a customer update is to incorporate Sub Statuses into requests, as opposed to using "Suspend Wait for..." nodes to wait for a customer response (which looks like what @Adrian Simpkins is doing) As per Adrians screenshot, you can still place the call on hold automatically (whilst setting the substatus). Then Hornbill can be configured so that whenever a Customer Update (portal or email) comes in, the ticket will automatically come Off Hold and to a status/sub status of your choosing. A couple of key things to check to set this up (or if its not working) 1) The system settings - we have a couple of application Settings that need to be switched on to allow this: 2) In your Service configuration, ensure you have enabled the toggle for the "On Hold" sub status(es) that you would like to automatically come off hold (this can also be done at the Global Sub Status level), and also selected the sub statuses that the ticket should be changed to once the ticket DOES come off hold - as per this screenshot: Full information on the Substatuses can be found on the wiki: https://wiki.hornbill.com/index.php/Request_Sub-statuses Kind Regards Bob 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted August 5, 2019 Share Posted August 5, 2019 Hi Bob Thanks for the above, apologies I was off on my holidays until today ! Link to comment Share on other sites More sharing options...
Salma Sarwar Posted September 30, 2022 Share Posted September 30, 2022 Hi I am just picking up on this and was wondering if you can provide a snippet from an example please. Struggling to take the ticket off-hold once an email is received, when the ticket is manually updated it comes off-hold. Should I not be using the suspend node? Thanks for your help. Kind Regards, Salma Link to comment Share on other sites More sharing options...
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