Similar to the "Wait for More Information" status, the "Wait Until" status should automatically update to ToDo/In Progress when new information is received. Currently, when "Wait Until" is selected, the status does not update, leading to delays in processing.

Customers put a ticket/actions on followup based on internal dependencies. The duration of follow-up should not be considered in SLA as per their requirements. customers are expecting that followup has the same behavior as it is for wait for more information.

As a user, I would like to have wait for more informaiton with days defining - which is available in tickets but not in cases and actions

This is helpful for us to take immediate action when their is information and status changes from wait to "to do" with in the specidifed days - if not it comes back for us to take a follow up

As a Enate user, when I pause a packet, the system should provide me a list of reasons to select from (based on the list defined at the global settings) & I should also be able to add a wait reason. The system should provide the flexibility to make these fields as mandatory at service line level & at the process / ticket category level

On changing the action status to ‘Pause’, the configurable dropdown/list option(s) should be shown for the user to select as to the reason for changing the action to “Pause”. Wait for more information is too generic whereas in reporting we need to identify the multiple reasons for putting an action on “Pause”. The user might be reaching out to multiple consultants for information and in reports it is important to identify type of consultancy done and the reason for taking ‘x’ hours to respond