This was introduced in 8.0. Have you set the value as No for Do you want to open the onhold requests upon requesters reply? option so that requests stays in Onhold status when the request replies. This option is only for the status by ONHOLD under Admin-->Status and not for Custom stop timer status.
Regards,
Priya K
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
Regards,
Priya K
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice