Email Response - Resulting in taking ticket off-hold

[Salma Sarwar]

Hi  All,

 

I was wondering whether there is an easy way of taking a ticket off hold when a customer/external supplier replies to a ticket via email. This would draw attention to the analyst to review the ticket.  Thank you for your help.

 

Kind Regards,

 

Salma

[Victor]

@Salma Sarwar yes, request sub-statuses provide this functionality

https://wiki.hornbill.com/index.php?title=Request_Sub-statuses

[Salma Sarwar]

Thanks Victor I shall give this a bash.

Kind Regards,

Salma

 

[Salma Sarwar]

@Victor I did get the sub status' set up with the help of Bob but I wasn't sure how in the BPM I could get the ticket to come off-hold once an email update is received.  I have attached a snip of my BPM and the nodes If you can help that would be great.

 

Kind Regards,

 

Salma

 

 

 

 

[Victor]

4 hours ago, Salma Sarwar said:

I wasn't sure how in the BPM I could get the ticket to come off-hold once an email update is received

@Salma Sarwar you don't... the sub-status does that for you, no need to have the BP doing this... the email update is considered a "customer response"...

 

[Salma Sarwar]

@Victor thank you so much thats where I was going wrong.  I have got it working now.

 

Kind Regards,

 

Salma