I have modified my workflow to include several statuses, such as 'on hold' and 'awaiting vendor'.
Statuses are global and have no transitions.
When these are applied to a ticket the SLA is paused.
When I comment on a ticket that is set with one of these custom statuses, the customer does not receive an email - I need the customer to receive the email notification.
I have looked through what info I can find, but the amount of info is a bit overwhelming.
I am hoping someone can point me in the right direction to resolve.
Thanks in advance,
It is not fully clear to me what your exact problem is, but you can try this:
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