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'On Hold' Calls

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Simon Turner_4
Trusted Contributor.

'On Hold' Calls

I am trying to setup an on hold system within openview. I want to set up a rule that will put a call 'on hold' so that the timer stops running when the status is changed.
When the status is then changed to another status, to start the timer from the origional time it was stopped, so if there was 2 days left to fix and the call was put on hold for a week then taken off again, there would still be 2 days left to fix the call.

Hope someone can make sense of this.

Simon
3 REPLIES
George M. Meneg
Acclaimed Contributor.
Solution

Re: 'On Hold' Calls

Hello Simon,

You can't do this with the means of SD. Have a look at http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=971935

What you can do is to create a status named "On Hold" whose state is "Not Accountable" and report on this.
menes fhtagn
Simon Turner_4
Trusted Contributor.

Re: 'On Hold' Calls

Thanks for this.

Will have a look at the other article.

Simon
Simon Turner_4
Trusted Contributor.

Re: 'On Hold' Calls

Closing as other thread available.