enhancement Suspend: wait for "any" customer response

[Berto2002]

I wanted to suspend a workflow until a Customer responds (in any way).

I selected this:

Of course the (test) Customer replied to the Timeline Update entry we posted; as a Comment and, because that's not technically an "Update", the workflow did not move on.

So I think there's a 'gap' here that means we cannot have workflow reliably detecting a Customer making am update (small "u") because they could choose to Comment rather than Update

We don't want Customers to be be able to use Comments but we can't switch it off.

I would request one or more of these:

1. Ability to switch on or off the timeline comments for Customers (this forces all updates to be, er, Updates
2. A new option in the workflow node of Suspend to "Wait for Request Response" (which in the helpfile is defined as Update or Comment)

Thanks in advance for consideration.

 

[samwoo]

We've got this issue as well.

When tickets go to resolve we use the 2 stage closure process and if the customer makes a timeline update it reopens the ticket, but sadly most customers add a comment to an existing timeline post and the ticket doesn't reopen, then it goes to close and they complain that they've updated the ticket and they shouldn't have had to log a new one.

(Please note all our tickets goes into a separate queue not maintained by anyone once resolved and closed - of the ticket is reopened then it goes back to the team that resolved it in the first place)

[will.good]

+1 for a way to 'wait for any customer update' (whether this be email, update, comment)

[Peter Clough]

+1 on both of Berto's suggestions, indeed. 

[Martyn Houghton]

+1 We have this as well.

 

[Gareth Cantrell]

+1

[LawesD]

May this also be an option in services as well as workflow?
Affecting the option under Request sub statuses: 

'On customer response, change Sub-status to...'

Maybe a tick box next to this to redefine Response as anything added to the request by a customer?
Thanks in advance

[James_R]

+1

 

[Berto2002]

Any more for this? Just got hit again with our people not seeing a comment because of it. I also saw a 'weird' halfway house in the timeline: My node is Wait for Request Update:

The customer posted a COMMENT:

And the workflow HAS REACTED to post an timeline update that it's detected the update:

But in the workflow we are still on the node Waiting for Customer Update. I am about to log with Support as I think we have a halfway house issue:

[samwoo]

Same. It is a chore having to monitor the Service Desk queue for any potential updates from the customer that doesn't trigger the 2 stage expiry process.

[Paul Chambers]

+1
 

[Steve Giller]

@Berto2002 That screenshot is incomplete - you've cut off the right hand side where it shows the type, which I'm 99% certain will say "Email"

The node you're suspended at is not waiting for an email, it's waiting for an update.
You need to be using an Suspend->Wait for Status Change at that point as that will, as you have demonstrated, trigger when an email is applied.

[Berto2002]

@Steve Giller thanks for responding but not the case as far as I can see. This was a Comment applied in the portal. Immediately prior to this, we put the Request onHold.

I think I see what to do here but can you please confirm that if a Request is onHold and a Customer applies any kind of Response (i.e. an Update or a Comment or an Email) that the Request will come off Hold and thus I can use Wait for Status Change to move it on? This derives from this setting within the Service:

 

[Berto2002]

Bump

[Martyn Houghton]

Second the bump