On Hold Status Types |
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If a Status is set to On Hold, and you have the Service Level Management active, it will stop the clock to prevent a ticket from going late because it is on hold.
Add New On Hold Status
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Click on the New button at the top of the page
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Name the status type
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Provide an Alias (short name) for the status type
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If the status type is to be active, ensure the Active box is checked
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If status type is to be inactive, ensure Active box is unchecked
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An Inactive Status will show at the bottom of the list, grayed out and in italics
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Select the Status Type (Open, On Hold, Closed)
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Click on the Save icon, or if you don't want to save the status, click on the Cancel icon
Turn On Hold Status Inactive
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Click on the pencil icon to the right of the status you wish to change
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Uncheck the Active box
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Click on the Save icon or, if you don't want to keep the change, click on the Cancel icon
Delete On Hold Status
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Click on the red delete button to the right of the status you wish to delete
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You will get a warning message - if you wish to delete, click OK, if not, click Cancel
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