To release a feedback case currently on hold

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

  1. Using the Advanced search spy-glass (), select Feedback Case as the Search for and Search by category, and enter the Case ID 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 Feedback Case Details window is displayed.
  3. Click on Case Actions. The Feedback 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 Feedback Case window is displayed.
  6. Where the feedback case is to be released immediately, ensure the Release now tick box is activated 3.
  7. Alternatively, enter the revised Release Date for the feedback 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 feedback case being released early.
  9. Click on Save. The status of the feedback case is automatically updated to reflect the change, once the revised release date is reached; all open and pending tasks linked to the feedback case are released from hold at the same time i.e. those not already cancelled or completed 5.


Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, business area, stage, company, status) to ensure that the correct feedback 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 feedback cases that are currently on hold.

3 This is the default setting for feedback 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 The SLA amber warning and target completion dates for the associated tasks are also recalculated to take account of the reduced 'on hold' period.


See related topics...

Feedback case progression management overview

To place a feedback case on hold

Using the search facility