Scheduling OnHold Requests

A request which is set with the OnHold/Stop Timer status can be scheduled to re-open after a specific time period. This option can be enabled under Setup >> Advanced Portal Settings. To learn more, click here.

• Technicians will be able to change the status of a request by clicking the Status field on the Details page or by clicking the Status field on the RHS panel. It is also possible to set the status of a request even while creating it in the application.
• Once the technician sets a request with OnHold/Stop Timer status, they will get a pop up asking for a reason. The reason can be marked as mandatory by checking the option Mandate reason for status change in the Self Service portal page.
• A technician can also schedule requests to change status at a certain time in the application as well by checking the option Schedule Status change to where they can schedule the date and time.

• Once a request is set with OnHold/Stop Timer status along with a schedule status change, then right next to the status of the request you will get the icon. When technicians move the mouse over the icon, they will get the details of the schedule.

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