In complement to the request status OnHold we have added two statuses "Waiting for External" and "Waiting for Requester" to track who we are actually waiting for. 

Both are set as "Clock is stopped" just like OnHold but now my technicians say that Requests doesn't get opened automatically when they recieve e-mails into the ticket like it does when the status is set to OnHold.

How do I get my extra statuses to function exactly like OnHold?

Servicedesk Plus

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