To release a CRM case currently on hold

A CRM case that has been placed on hold to take account of, say, no expected activity whilst a tenant is away on holiday, must be linked to a future release date i.e. a case cannot be placed on hold indefinitely. When the release date is reached, the status of the case is automatically transferred from 'on hold' to 'live'. It is, however, permitted for an end user to release a case early to reflect any unexpected change in circumstances.

The procedure to release a CRM case currently on hold is as follows:

1. Using the Advanced search spy-glass (), select CRM Case as the Search for and Search by category, and enter the Case Reference 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 CRM 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 Release Case 2.
5. Click on Next. The Release Case window is displayed.
6. Where the CRM case is to be released immediately, ensure the Release now tick box is activated 3.
7. Alternatively, enter the revised Release date for the CRM case using the calendar icon () or type in the value directly; a time may also be specified using the clock icon () 4.
8. Use the Notes field to add contextual data in support of the CRM case being released early.
9. Click on Save. The status of the CRM case is automatically updated to reflect the change, once the revised release date is reached; the SLA amber warning and target completion dates are also recalculated to take account of the reduced 'on hold' period 5.

Note

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

2 This option is active only for CRM cases that are currently on hold.

3 This is the default setting for CRM cases being released from hold; hence the option must be deactivated before an alternative future date (and time) can be specified.

4 The permitted date entry format is DD/MM/YY or DD/MM/YYYY; the permitted time entry format is HH:MM.

5 All open tasks linked to the CRM case are released from hold at the same time i.e. those not already cancelled or completed.

See related topics...

CRM case progression management overview

To place a CRM case on hold

To close a CRM case

Using the search facility