On Hold Status Types

Add New On Hold Status

Turn On Hold Status Inactive

Delete On Hold Status

 

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

• Click on the New button at the top of the page

• Name the status type

• Provide an Alias (short name) for the status type

  If you wish to allow staff to add time to an On Hold ticket, check the box in line with Can add time to a Ticket.

• If the status type is to be active, ensure the Active box is checked

• • If status type is to be inactive, ensure Active box is unchecked

  • An Inactive Status will show at the bottom of the list, grayed out and in italics

• Select the Status Type (On Hold)

  • If you select the Auto Hold option. select the amount of time for the delay from the drop down and, if not "Prompt for date", be sure to include a numeric value.

• 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

• Click on the pencil icon to the right of the status you wish to change

• Uncheck the Active box

• Click on the Save icon or, if you don't want to keep the change, click on the Cancel icon

 

Delete On Hold Status

• Click on the red delete button to the right of the status you wish to delete

• You will get a warning message - if you wish to delete, click OK, if not, click Cancel