Sub Status - On Hold - Unable to set a date and time.

[Mark (ESC)]

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

[David Hall]

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

[Martyn Houghton]

@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

[Martyn Houghton]

@David Hall

It would appear you still have access to the old admin tool. New admin tool looks like below.

Cheers

Martyn

[Mark (ESC)]

@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Been using the following guidance, but does seem to be out of date with regards the new UI.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. 

[David Hall]

@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.

 

[Daniel]

Hi,

is there any update on this one please? 

thanks

Daniel

[Martyn Houghton]

@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

[Daniel]

Hi @Martyn Houghton,

yep, it's just appeared on our system 

Thanks

Daniel

[Victor]

Fixed in SM build 2690

Settings for Pause Until Date/Time and Reason Required were not available within global sub-status configuration forms {PM00172830}