To release a support provision case currently on hold

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

  1. 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.
  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 Support Case Details window is displayed.
  3. With the Summary tab in current focus, click on Case Actions. The 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 Case window is displayed.
  6. Where the support provision case is to be released immediately, ensure the Release now tick box is activated 3.
  7. Alternatively, enter the revised Release date for the support provision 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 relation to the support provision case being released early.
  9. Click on Save. The status of the support provision case is automatically updated to reflect the change, once the revised release date is reached; all open and pending tasks linked to the support provision 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, 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 cases that are currently on hold.

3 This is the default setting for support provision 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...

Support provision case progression management overview

To place a support provision case on hold

Using the search facility