A trouble ticket cannot be closed until the customer has been notified that their problem has been resolved. In the event you are not able to contact the customer, you can place a trouble ticket on hold until the customer is notified of the resolution of their problem. This is referred to as “parking” a trouble ticket.
The following conditions must exist to park a trouble ticket:
The Global trouble ticket must be open.
The Global trouble ticket must not be a Child Global trouble ticket (must not be assigned/linked to another trouble ticket).
To park a Global trouble ticket:
From the Global Trouble Tickets window, right-click on the Global trouble ticket and select Park Trouble Ticket.
This displays the Select Hold Reason window.
Select the reason from the drop-down list and click Save. This places the Global trouble ticket on hold. This activity is also recorded in the Hold History for this trouble ticket, which you can view by clicking the Hold History tab in the Edit Global Trouble Ticket window.
Note
If you request to Edit this Global trouble ticket before it is unparked/removed from hold, the Edit Global Trouble Ticket (On Hold) window is displayed, which includes the Hold Reason you selected when you parked the Global trouble ticket. See Modifying a Global Trouble Ticket for more information.
To unpark a Global trouble ticket:
From the Global Trouble Tickets window, right-click on the parked Global trouble ticket and select Unpark Trouble Ticket.
The Global trouble ticket is unparked (taken off hold). This activity is also recorded in the Hold History for this trouble ticket, which you can view by clicking the Hold History tab in the Edit Global Trouble Ticket window.