To place a generic case on hold

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The procedure to place a generic case on hold is as follows:

  1. Using the Advanced search spy-glass (), select Generic Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
  2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Generic Case Details window is displayed.
  3. With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
  4. Using the Select action drop-down field, select the specific status progression value of Hold Case 2.
  5. Click on Next. The Hold Case window is displayed.
  6. Using the Hold reason drop-down field, select a parameter value to qualify the circumstances surrounding the generic case being placed on hold 3.
  7. Use the Notes field to add contextual data in support of the generic case being placed on hold.
  8. Enter the planned Release date for the generic case using the calendar icon () or type in the value directly; a time may also be specified using the clock icon () 4.
  9. Click on Save. The current status of the generic case is updated to reflect the change; all open and pending tasks linked to the generic case are placed on hold at the same time i.e. those not already cancelled or completed 5.


Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, category) to ensure that the correct generic case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 This option is active only for generic cases that are currently in progress i.e. with a status of Open.

3 These custom values can be populated by the end user via the general lookup parameter entitled System Case Hold Reasons.

4 The selected date must be in the future and entered in the format DD/MM/YY or DD/MM/YYYY; the permitted time format is HH:MM.

5 The SLA amber warning and target completion dates for the associated tasks are also extended to take account of the scheduled 'on hold' period.


See related topics...

Generic case progression management overview

To release a generic case currently on hold

To revise the SLA target date for a generic case

To define a general lookup parameter value

Using the search facility