To release a CRM task currently on hold

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A CRM task 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 task cannot be placed on hold indefinitely. When the release date is reached, the status of the task is automatically transferred from 'on hold' to 'live'. It is, however, permitted for an end user to release a task early to reflect any unexpected change in circumstances.


The procedure to release a CRM task 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. Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the CRM case, together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
  4. Highlight the specific row matching the task to be released from hold within the overall CRM case.
  5. Click on Task Actions. The Task Actions window is displayed.
  6. Using the Select action drop-down field, select the specific status progression value of Release Task 2.
  7. Click on Next. The Release Task window is displayed.
  8. Where the CRM task is to be released immediately, ensure the Release now tick box is activated 3.
  9. Alternatively, enter the Release date for the CRM task using the calendar icon () or type in the value directly; a time may also be specified using the clock icon () 4.
  10. Use the Notes field to add contextual data in support of the CRM task being released early.
  11. Click on Save. The status of the CRM task 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.


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 tasks that are currently on hold.

3 This is the default setting for CRM tasks 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.


See related topics...

CRM task progression management overview

To place a CRM task on hold

To define a general lookup parameter value

Using the search facility