Request did not come off hold when email came in

[Adrian Simpkins]

Hi all,

Occasionally we have a request that doesn't come off hold when an incoming email comes back in the correct format. I have one example where I can see the outgoing email, then the request is placed on hold, and the customer responds to the email without changing title, but the request remains on hold. I have tested this on the same live service and replicated the original request setup / actions, and the request came off hold as expected once the email hit Hornbill. 

Any ideas why this small blip occurs ? I have double checked the Service Portfolio to ensure on hold/ off hold setup, as well as running 2 test requests with no issues on the service.

Many thanks

[Deen]

@Adrian SimpkinsDifficult to say what might be causing this.  When it occurs again we would probably need to look at the log files and the timeline for the affected request to try and trace the failure point.

[Adrian Simpkins]

Hi Deen, thankyou - I will raise a support call to investigate further. Its not a massive issue as only seeing the odd call but would like to understand why not coming off hold

Many thanks as always