We have enabled the setting under Admin > Self-Service Portal Settings "Open onhold requests upon requesters reply?". When a request is on hold with our custom status "Awaiting Customer Response", and a requester emails a reply, the status is updated to "Open" automatically. This works fine.

However, our customers log in to the self-service portal most of the time to look at their requests. If they reply to a request directly from within the self-service portal, the status does not change as it does when they email a reply.

We would have expected that the status would change from "Awaiting Customer Response" to "Open" regardless if the requester replies to a request via email or the self-service portal.

Are we missing something, or is there something else we should do to manage this?

Thanks,

Daniel Comley