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Email - Request On Hold


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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

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The reason for this is that from a practice perspective, emailing will mean an analyst is doing an action on a call which contradicts with the on-hold status. I know that there is a change that will revamp call statuses to a more usable and meaningful way. Our product specialists will be able to giver you an update on this. I can see that a chase email does not necessarily mean that the analyst is investigating the issue reported in incident or the request made by customer but it would still fall under the rationale. With this in mind perhaps you can achieve the "chase email" via business process to set up tasks that trigger an email when they expire...

 

EDIT: I can also see the argument that updating a call is an action same as emailing which will also contradict with the on hold status and why is one available and the other not... our product specialists and product managers can explain this in bit more detail.

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Victor/James

Thanks for the updates. As the incident is on hold there is no current activity to expire, as the previous activity was completed in the workflow which resulted in the request being put on the hold and the business process is suspended - Wait for Request off hold. It  is not possible as far as I can see to branch based on whether the request was manually taken off hold or the hold expired, post the suspend node, as there is no concept any more of the status off-hold.

Indeed there does appear to be a contradiction between being able to undertake an update but not one you want to email.

Hopefully the configuration option will scheduled soon.

Cheers

Martyn

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