To place a feedback task on hold

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The procedure to place a feedback task on hold is as follows:

  1. Using the Advanced search spy-glass (), select Feedback Task as the Result Set and Criteria Set category, and enter the Task ID as the search criteria 1.
  2. Double-click on the row containing the exact record match or use Refine Search to enter alternative criteria. The Feedback Task Details window is displayed.
  3. Click on Hold Task 2. The Hold Feedback Task window is displayed.
  4. Using the Hold reason drop-down field, select a parameter value to qualify the circumstances surrounding the feedback task being placed on hold.
  5. Use the Notes field to add contextual data in support of the feedback task being placed on hold.
  6. Enter the planned Release date for the feedback task using the calendar icon () or type in the value directly; a time may also be specified using the clock icon () 3.
  7. Click on Save. The current status of the feedback task reflects the change; the SLA amber warning and target completion dates are also extended to take account of the scheduled 'on hold' period.


Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, type, stage, description, status) to ensure that the correct feedback task is returned; an alternative Criteria Set of Feedback Case may be selected to extend the available search fields.

2 This option is active only for feedback tasks that are currently in progress.

3 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.


See related topics...

Feedback task progression management overview

To release a feedback task currently on hold

Using the search facility