Kelvin Posted February 17, 2021 Share Posted February 17, 2021 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 More sharing options...
Martyn Houghton Posted February 17, 2021 Share Posted February 17, 2021 @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. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
Kelvin Posted February 17, 2021 Author Share Posted February 17, 2021 @Martyn Houghton Thanks, I will give that a try Link to comment Share on other sites More sharing options...
Kelvin Posted February 17, 2021 Author Share Posted February 17, 2021 @Martyn Houghton That all worked thank you 1 Link to comment Share on other sites More sharing options...
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