@Ella Shar, yep. you can change the issue category of the "On Hold" status to be "To Do" then configure the board to move "On Hold" to the column that contains "To Do". IMO on hold items should always be equivalent to "To Do". If they are on hold they aren't in progress they are 'previously in progress'. If you want to distinguish "To Do" from "On Hold" then either create a new column on the board or modify the card view using colors or simply include the status.
Thanks, nice work around! But I do think these issues are really "In progress" since you have to remind people to answer your questions like twice a day and make sure it's actually happening. You cannot forget about the issue or it will never be done. Making the issue "Selected for development" (Kanban has no "To do") can make you forget about it.
Then the issue needs to be assigned to the person that is to answer the question. If you leave the 'answerer' out of the Jira workflow then that is a hole in the process. The idea is to always know who has the ball when an issue is underway.
In JSD there is a "Waiting on customer" status which is similar to assigning the issue to them. So if you have individuals that do not have Jira access you may wish to create a unique status that falls under In progress category, separate column, etc. Maybe "NMI". However, the issue of getting the answer falls w/ the assignee.
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