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 amount of time that transpires while a trouble ticket is on hold is not included in the processing time that is recorded for that trouble ticket.
The following conditions must exist in order to park a trouble ticket:
The trouble ticket must be open.
The trouble ticket must not be a Child trouble ticket (must not be assigned/linked to another trouble ticket).
Park must be enabled under Security > Profiles > Permission Profiles > Application > CostGuard Client > Customer Management > Customers > Trouble Tickets in your Permission Profile.
To park a trouble ticket:
From the Journals tab, right-click on the 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 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 Trouble Ticket window (See Hold History).
Note
If you request to Edit this trouble ticket before it is unparked/removed from hold, the Edit Trouble Ticket (On Hold) window is displayed, which includes the Hold Reason you selected when you parked the trouble ticket. See Editing a Trouble Ticket for more information.
Unparking a Trouble Ticket
To unpark a trouble ticket:
From the Journals tab, right-click on the parked trouble ticket and select Unpark Trouble Ticket.
This unparks the trouble ticket (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 Trouble Ticket window (See Hold History).