Preventing open onhold request upon requester's reply in Requests with pending approvals
Hi,
We have enabled the option "Open onhold requests upon requester's reply". However there are Requests which have Pending Approvals with and Onhold status and the Approver ask a requester something to clarify the request. Then the Requester aswers it and the reply change the Request Status to In Process eventhough the Request is not approved yet. The result is that the clock starts to run and eventually the SLA is violated and the Technician havent recieved the Request yet.
Is there a way to restrict the "Open onhold requests upon requester's reply" option to not consider Requests with pending approvals?
Thanks in advance.
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