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Request did not come off hold when email came in


Adrian Simpkins
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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

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