Martyn Houghton Posted June 13, 2016 Share Posted June 13, 2016 At the moment you are not able to use the Email option when a request is on hold, but you are able to use the update option. Is this a configurable option, as there are quite often the requirement to generate an email from the request when it is on hold, even if it is to chase up the customer. In SupportWorks you can undertake a Call Update actions and email when the incident is any status other than closed. Cheers Martyn Link to comment Share on other sites More sharing options...
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