Jump to content

Sub-status - on customer response


Recommended Posts

I must be missing something.

I am trying to set up a couple of auto substatus updates.

When a ticket comes off hold and also if a customer updates a ticket whilst on hold.


If I place the ticket on hold it will correctly change the substatus when it auto changes off hold

If the ticket is on hold and a customer updates the ticket the ticket remains on hold. Am I missing something?

Link to comment
Share on other sites


The trick is that both the source and target sub statuses have to be set active. You do not appear to have a On Hold sub status, therefore the source is not set to auto update.

We put out request on hold with the sub status of "Awaiting Customer Response' which is a on hold sub status and set to automatic.






  • Thanks 1
Link to comment
Share on other sites

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 account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Create New...