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Chasing customers when Incidents come Off Hold


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Currently, we write to our customers then place the incident On Hold for 5 working days.  If there is no response from the customer, we need to pick this incident again and then contact the customer again.

We tried setting up a view using the status of Off Hold but this option is not available from the drop down.

It will be useful to have an option of "On Hold Until" complemented with Calendar Profiling so that we can see all incidents which are to come off hold on a certain date.  This I assume will help in some way with the topic raised "Being notified via email of a call that is off-hold.

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