Mark (ESC) Posted May 18 Share Posted May 18 Hi all Is it possible to have categories within the On-Hold function. Say for example. *User on Holiday *Waiting on equipment *etc. Just a thought, or is there another way to record this with each ticket. Link to comment Share on other sites More sharing options...
Conor Posted May 18 Share Posted May 18 Hi @Mark (ESC) The request sub-statuses can do this for you - https://wiki.hornbill.com/index.php?title=Request_Sub-statuses You can define the on-hold options on a global level (applicable to every ticket of a certain call class raised), or per service under the service configuration for each call class. 1 Link to comment Share on other sites More sharing options...
Mark (ESC) Posted May 19 Author Share Posted May 19 @Conor Thank you, Nice and easy once you find the instructions. 1 Link to comment Share on other sites More sharing options...
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