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Sub-status - on customer response


Kelvin
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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.

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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?

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@Kelvin

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.

 

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Cheers

Martyn


 

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