The procedure to place a support provision task on hold is as follows:
- Using the Advanced search spy-glass (
), select Support Case as the Search for and Search by category, and enter the Case ID as the search criteria 
1.
- 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 Support Case Details window is displayed.
- Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the support provision case, together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
- Highlight the specific row matching the task to be placed on hold within the overall support provision case.
- Click on Task Actions. The Task Actions window is displayed.
- Using the Select action drop-down field, select the specific status progression value of Hold Task 2.
- Click on Next. The Hold Task window is displayed.
- Using the Hold reason drop-down field, select a parameter value to qualify the circumstances surrounding the support provision task being placed on hold 3.
- Use the Notes field to add contextual data in relation to the support provision task being placed on hold.
- Enter the planned Release date for the support provision task using the calendar icon (
) or type in the value directly; a time may also be specified using the clock icon (
) 4.
- Click on Save. The current status of the support provision 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, company, status, support type) to ensure that the correct support provision 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 support provision tasks that are currently in progress i.e. with a status of Live.
3 These custom values can be populated by the end user via the general lookup parameter entitled System Case Task 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.
See related topics...
Support provision task progression management overview
To release a support provision task currently on hold
To define a general lookup parameter value
Using the search facility
