Disable ability to place call on hold

[Dan Munns]

Hi all, 

We have some request types which have an SLA which is set by a regulatory body. As such these call types, when logged, shouldn't be able to be placed on hold as this will muddy the waters as far as what has breached. 

Is there a way of stopping some calls from being placed on hold and thereby stopping the timers? 

If not can I request that this functionality be added? 

Thanks,

Dan

[James Ainsworth]

Hi Dan,

Under a Service for each request type you can define sub-statuses.  Each sub-status lets you define if it is an active or on-hold status.  In your case you can define one or more sub-statuses that are all active.  This will re move any option to put the request on hold.

Hope that helps.

 

[James Ainsworth]

Hi @Dan Munns

Did you manage to have a look at the sub-status feature?

 

[Dan Munns]

Sorry @James Ainsworth I have been a little snowed under and haven't had a look at this yet.

I will try it out in my test service tomorrow and post back then. 

[Dan Munns]

 Hi @James Ainsworth

Unfortunately this doesn't seem to work.  

On my test service I created a single active sub-status:

Yet on the requested created afterwards I can still put a call on hold: 

[James Ainsworth]

Hi Dan,

I'm seeing the same thing as you.  This was not expected.  I've asked development to see why this might be case.  

[James Ainsworth]

Hi Dan,

I've since confirmed that removing the on-hold option is not available.  I've raised a change request to have a look at making this optional.  I'll update this post once it is scheduled for development.

Regards,

James

 

[Dan Munns]

Thanks @James Ainsworth