Can't Transition BluePrint From On-Hold back to Open
In my blueprint I have a transition from an open status to an on hold one. I then have an automatic transition back to open when the customer responds.
I would also like to have a manual transition back to the open status in case an agent decides we should be working on the ticket again even if the customer has not responded. I haven't been able to set this up because the blueprint won't let me add a second transition in the same direction as the auto transition.
How can I make this work so the case will auto transition to open if the customer comments, but agents can also manually do this transition?
I can't have it auto-transition back to the default status because neither of the statuses in play here are the default status.
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