Do tickets come off Hold when a workflow approval task is approved/rejected?

Hi guys,

If we have "Automatically take tickets off hold when they are commented on" selected, will the ticket come off Hold when a workflow approval is completed? What about when a normal workflow task is Marked Complete?​​​​​​​
 

Thanks

Erin

Tags hold goes-off-hold
Asked by Erin Tramble on Thu 6/23/22 3:03 PM
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Answers (2)

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Erin Tramble Mon 6/27/22 5:52 PM

Hey Mark,

Sorry, thought I updated this last week. I and several of my users have tested this and neither completing an approval or task in a workflow takes a ticket off hold. Should I put this in as a bug or an enhancement request?

Thanks,

Erin

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I believe it would be considered an enhancement, so I'd start off that way. We do review enhancement requests every week, so we'd be able to reclassify it if the product team determines these actions should already be able to move a ticket off hold. - Mark Sayers Tue 6/28/22 9:48 AM
Thanks Mark - Erin Tramble Tue 6/28/22 12:22 PM
Mark Sayers Thu 6/23/22 4:42 PM

Hello Erin,

I believe either of those actions should take the ticket off hold, yes, because they would constitute someone updating the ticket by making a Feed post.

It should be easily testable though.

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