Mark (ESC) Posted May 19, 2022 Share Posted May 19, 2022 Back again We have created some new On-Hold sub statuses which are in the image below. Before we are able to set a date and time for On-Hold to come back to active, but this is no longer available. Is there a global setting to toggle or something we have not setup correctly with these On-Hold sub statuses Thanks Link to comment Share on other sites More sharing options...
David Hall Posted May 19, 2022 Share Posted May 19, 2022 Hi @Mark (ESC) When you create/edit the sub-status record, if the sub-status parent status is "On-Hold" then you should see the marked toggle to enable selection of a pause until date/time. Kind Regards, Dave Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 19, 2022 Share Posted May 19, 2022 @Mark (ESC) It does appear some of the settings that were present in the old admin tool UI have disappeared in the new admin UI, such as making an on-hold time until and reason mandatory. Hopefully someone from Hornbill will advise on what's happening to put them back. Cheers Martyn 1 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 19, 2022 Share Posted May 19, 2022 @David Hall It would appear you still have access to the old admin tool. New admin tool looks like below. Cheers Martyn Link to comment Share on other sites More sharing options...
Mark (ESC) Posted May 19, 2022 Author Share Posted May 19, 2022 @Martyn Houghton Thanks We have migrated to the new admin tool UI. Been using the following guidance, but does seem to be out of date with regards the new UI. Global Request Sub-statuses - Hornbill Important to have the tickets come off on-hold automatically, setting an activity as a second step is not popular and only serves as a reminder. Link to comment Share on other sites More sharing options...
David Hall Posted May 19, 2022 Share Posted May 19, 2022 @Mark (ESC) @Martyn Houghton Apologies I was looking at the individual sub-status records rather than globally set. Let me take a look and see what is happening there. Regards, Dave. 1 Link to comment Share on other sites More sharing options...
Daniel Posted July 27, 2022 Share Posted July 27, 2022 Hi, is there any update on this one please? thanks Daniel Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 28, 2022 Share Posted July 28, 2022 @Daniel I am sure @David Hallwill confirm, but it looks like the fixes include this weeks Service Manager Build, has reinstated this field and the sub status where this has been set using the old admin tool have been retained. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
Daniel Posted July 28, 2022 Share Posted July 28, 2022 Hi @Martyn Houghton, yep, it's just appeared on our system Thanks Daniel 1 Link to comment Share on other sites More sharing options...
Victor Posted August 1, 2022 Share Posted August 1, 2022 Fixed in SM build 2690 Settings for Pause Until Date/Time and Reason Required were not available within global sub-status configuration forms {PM00172830} 1 Link to comment Share on other sites More sharing options...
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