To release a support provision task currently on hold

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The procedure to release a support provision task 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. 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.
  4. Highlight the specific row matching the task to be released from hold within the overall support provision case.
  5. Click on Task Actions. The Task Actions window is displayed.
  6. Using the Select action drop-down field, select the specific status progression value of Release Task 2.
  7. Click on Next. The Release Task window is displayed.
  8. Where the support provision task is to be released immediately, ensure the Release now tick box is activated 3.
  9. Alternatively, enter the 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.
  10. Use the Notes field to add contextual data in relation to the support provision task being released early.
  11. Click on Save. The status of the support provision task is automatically updated to reflect the change, once the revised release date is reached; the SLA amber warning and target completion dates are also recalculated to take account of the reduced '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 on hold.

3 This is the default setting for support provision tasks 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.


See related topics...

Support provision task progression management overview

To place a support provision task on hold

Using the search facility