Ticket "On Hold" Status

Overview

A ticket within the Enterprise Service Management (ESM) system can be placed On Hold status for a variety of reasons, typically when a department employee is waiting for action by someone else (e.g. waiting for a vendor or customer). To be specific, On Hold means that there is no work/task/effort that a department employee can perform until there is an action or response from someone external to their department.

Individual departments utilizing the ESM system are strongly encouraged to document their organization's business use-cases for when and how to use the On Hold status. Tickets that are placed on hold, and are linked to Service Level Agreements (SLA) will not have SLA response deadlines exceeded while waiting for a response.

How do I use this technology?

An employee with access to the department's ESM ticketing application can place a ticket on hold by doing the following.

  1. Open the ticket.
  2. Click the Actions button.
  3. Click Update.
  4. In the New Status menu, select the appropriate "on hold" status.
     
    Note
    Some departments may have more than one type of "on hold" (e.g. "Waiting for Customer Response", "Waiting for Vendor", etc.)
     
    • If desired, enter a date in the Goes Off Hold field. This is strongly encouraged.
  5. In the Comments textarea enter the reason for putting the ticket on hold.
  6. Click the Save button at the top.

 

Important
When a ticket is placed On Hold, it will be temporarily removed from the ESM My Work, My Assignments, and My Accomplishments lists within the My Work application. However, it will still appear within the employee's standard Desktop.

Gotchas & Pitfalls

  • Statuses classified as On Hold have a Requires Off Hold setting which can be used to ensure that, if desired, all On Hold tickets can be reactivated at some point. If a Goes Off Hold value is supplied it should be noted that the processor which handles bringing tickets off hold runs at 15 minute intervals. This means it is entirely possible for a ticket to drop off hold on the designated date up to ~15 minutes later than the specific configuration time, depending on where that ticket falls within a given processing sweep.
  • Tickets with a Goes Off Hold value specified, will revert to the status it held before it was placed on hold (i.e. "In Process", "New", etc.)

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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