tickets to come off hold after a certain time has elapsed

[robertmichell]

Is there any option to automatically put a ticket on hold for a specific time, i.e. two days then for the ticket to come off hold after that time or  beforehand if Agent/customer updates said ticket?

[Martyn Houghton]

@robertmichell

You need to use a combination of two nodes. One to put the Request on Hold which is where you set the expiry period and then a Suspect Node to Wait for Request Off Hold.

Just ensure on the Services page that you set the sub-statuses to be set when the request is updated or comes off hold.

Cheers

Martyn 

 

[Kelvin]

@Martyn Houghton Thank you, I knew there was a way to do it but we couldn't find it yesterday.

[robertmichell]

Hi Martyn,

 

Many thanks for this and the screen grabs,