If a ticket is on hold for some reason and user responds on e-mail, ticket status changes from “On hold” to “In Progress”. How to restrict this?

[manmathpanda]

Hi Developers,

If a ticket is on hold for some reason and user responds on e-mail, ticket status changes from “On hold” to “In Progress”.

Where this functioanlities has been mentioned in Service Request or incident?

And i want to restrict this and want to keep " On Hold" only?

Is this possible to configure like this?

Please suggest.

Regards,

Manmath

[Vinu1]

Hi Manmath,

Please check your inbound Actions under System Policy Application. You can find an inbound action pertaining to the specific table with corresponding configuration in it.

Thanks,

Vinu

Please mark correct if this helps you!

[Martin Grosskop · Accepted solution]

Hi Manmath,

You need to disable the following business rule

Regards

Martin