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Ticket Details - Held Ups

An overview of the Held Ups tab of the Ticket Details screen in Service Management CD.

In This Article

Introduction

A Held Up is a condition that can prevent a Ticket from being closed. There are two types of Held Ups: Manual Held Ups and System Generated Held Ups.

 

Manual Held Ups

Manual Heldups are created by a user and placed on a Ticket. These must be resolved before the Ticket can be closed.

To create a Manual Heldup you will:

  1. Navigate to the Held Ups tab on a Ticket.
  2. Click the Add Button.
  3. Select a Reason Code, add a Description, and add a Due Date.
  4. The Heldup will now show on the ticket.
  5. To resolve a Manual Heldup, select the edit box.
  6. Select the Resolved checkbox and add a comment.
  7. The Heldup will now show as resolved.

Configuring Reasons

Admin roles can configure the Reasons.

  1. Click on the hamburger menu next to ServiceLink, then click on Admin → Management.
  2. Click on Heldup Reasons.
  3. Click the Add button for the Status you want to add a new Heldup too and a new line will appear at the bottom for you to add the Reason.
  4. Click the Save button.

 

System Generated Held Ups

System Generated Heldups are triggered automatically by the system when specific conditions are not met, such as a missing Purchase Order or Unapproved Labor.

System Generated Heldups can be either a hard stop or a soft stop:

  • Hard stops prevent a Ticket from being closed. These are noted with a checkbox. A Ticket cannot be closed until all hard stop reasons are resolved.
  • Soft stops are notifications of an existing condition but do not prevent a Ticket from being closed.

System Generated Heldups are also categorized into the following categories: Header, Labor, Misc, Parts, Segments/Operations, and Warranty.

Each Heldup has a number that is hyperlinked.

Clicking that number will bring up the details and from there you can click on the segment/operation number to go directly to that segment/operation to view and resolve the heldup.