Putting an issue an hold and resuming it
Prerequisite: On-going modifications on the issue must be saved.
An issue can be put on hold to let the customer know the issue is paused because it cannot be processed as it is. The GRT and GFRT counters are stopped until the issue is resumed. When the on hold reasons are resolved, the issue can be resumed and return to its regular processing.
Example
An issue is specified at 2 am, out of working hours. The GRT/GFRT counters start at 9 am. You call your customer at 9:42 am to ask for more information but nobody answers. To avoid exceeding the delay of response, you must put the issue on hold until the customer answers. Once you get an answer, you can resume the task.
Putting an issue on hold (non-closed)
| DMF |
141313 HELPDESK ISSUES PUT ON HOLD / RESUME or 142619 HELPDESK SIMPLIFIED ISSUE PUT ON HOLD / RESUME |
| 1 | From the issue, click on Put on hold at the top right. |
| 2 | In the putting on hold window, specify the following fields: |
| Field | Description |
|---|---|
| On hold start date |
Displays the date and time when the issue is put on hold. By default, current date and time are specified. When the issue on hold is resumed, this on hold start date will allow you to calculate the working time lost and the GRT/GFRT deadlines of the issue. |
| Appointment |
Specify the date to set an appointment with the customer in order to resolve the reason why the issue is on hold. The date and time of the appointment is specified for information purposes but are not visible by the customer from the Customer Portal. The appointment date can also be specified in the Details section of the context panel of the issue. |
| On hold reason |
Select the reason why the issue is put on hold from the available values in the drop-down list. The different reasons can be set up in the Desktop Application and are used to explain why an issue is put on hold. |
| Details (customer visible) |
Add any details to explain why the issue is put on hold. This comment can be viewed by the customer on the Customer Portal. Tip In this field, you can insert table texts and rich text (refer to Using table texts and Using rich text). |
| New status | Displays the list of statuses available to put an issue on hold. Only statuses of the On hold type are displayed in the list. |
| New state | Displays the list of states associated with the New status. |
| 3 | Click on Put on hold. |
The issue is put on hold and the GRT/GFR counters are paused. The issue is in the status and state selected when putting on hold. The putting on hold is added in the activity feed of the issue.
Resuming an issue on hold
| DMF |
141313 HELPDESK ISSUES PUT ON HOLD / RESUME or 142619 HELPDESK SIMPLIFIED ISSUE PUT ON HOLD / RESUME |
| 1 | From the issue on hold, click on Resume at the top right. |
| 2 | In the resuming window, specify the following fields: |
| Field | Description |
|---|---|
| On hold start date | Displays the date and time when the issue was put on hold. This date cannot be modified. |
| Off hold date | Displays the date and time of resuming the issue. By default, the current date and time is specified. |
| New status | Displays the list of statuses available to resume the issue. Only statuses of the In progress type are displayed in the list. |
| New state |
Displays the list of states associated with the New status. |
| 3 | Click on Resume. |
The issue is resumed and the GRT/GFR counters are recalculated. The issue is in the status and state specified when resuming the issue. The resumption is added in the activity feed of the issue.
Putting a closed issue an hold and resuming it
| DMF |
141326 HELPDESK ISSUES PUT ON HOLD AFTER CLOSURE or 142620 HELPDESK SIMPLIFIED ISSUE PUT ON HOLD AFTER CLOSURE |
Even if an issue was closed, it can be putted on hold and resumed in order to adjust the calculation of GRT/GFRT counters after processing an issue.
This adjustment can be useful in order to provide customers with reports for example.
| 1 | From the issue, click on Put on hold at the top right. |
| 2 | In the putting on hold window, specify the following fields: |
| Field | Description |
|---|---|
| Start date |
Specify the starting date and time of the issue putted on hold. By default, current date and time are specified.
|
| Off hold date |
Specify the ending date and time of the issue putted on hold. By default, current date and time are specified. When validating the putting on hold, the issue is retrieved at this exact date and time. The duration between the start and end of suspension allows to calculate the time lost on it and recalculate the GTI and GTR due dates of the issue. |
| On hold reason |
Select the reason why the issue is put on hold from the available values in the drop-down list. The different reasons can be set up in the Desktop Application and are used to explain why an issue is put on hold. |
| Details (customer visible) |
Add any details to explain why the issue is put on hold. This comment can be viewed by the customer on the Customer Portal. Tip In this field, you can insert table texts and rich text (refer to Using table texts and Using rich text). |
| 3 | Click on Put on hold. |
The issue is put on hold and automatically resumed with the off hold date specified. GTI and GTR counters are adjusted in order to take this period into account.
The put on hold and retrieve are added in the activity field of the issue.
