On Hold Options question
I know there is a global on hold option to Automatically take tickets off hold when they are commented on but is there anyway to leave this enabled globally but turn if off for specific ticket types. The issue is that for IT purchases the techs and end users are using the feed alot kicking the ticket off hold but the ticket is on-hold waiting for the item to come in and its affecting the SLA [but for all the other tickets we want to keep this on]. Any ideas are appreciated. Thanks.
Asked by David Marcinkowski
on Thu 1/20/22 1:31 PM
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Answer (1)
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Mark Sayers
Fri 1/21/22 10:58 AM
Hello David,
The ticketing application setting to take tickets off hold when commented on is an all-or-nothing setting unfortunately. It isn't able to be configured on a per-ticket-type basis.
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