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Put request on hold and resume processing

Put request on hold

If a request is in the In progress status and its deadline has not yet passed, you can temporarily pause its processing. For example, when the operator is waiting for clarification from the requester.  

To do that:

  1. Open the page of the request and click the suspend-processing-1 button on the right side panel.
  2. In the window that opens, fill in the fields:
    put_request_on_hold_and_resume_processing1
  • Reason for placing on hold*. Select the reason for pausing work:
    • User on Hold. If you are awaiting clarification from the request author or a colleague.
    • Waiting for RFC. The request resolution requires a change implementation to be completed, such as a software version update.
    • Awaiting Vendor. If the work on the request cannot be completed until a release of new features from the development department within the company.
  • Reason*. Enter a description of the reason.
  • Scheduled waiting time. Specify how long you are pausing work on the request.
  • Send a message to the applicant? If you are communicating with the client using live chats and want to send them a message about the pause, click Yes. If you do not need to notify the author, leave No.
  • Click On Hold.

After these actions, the request status will change to On hold. The timer tracking the allowed processing time will be paused.

Resume request processing

When the planned waiting time expires, the request will automatically switch back to the In progress status, and the responsible operator will receive a notification.

If no pending time was specified, move the request back to work manually. To do this, open the request page and click the suspend-processing-3 icon on the right side panel.

The request will return to the In progress status and will be ready for further processing.

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