The ‘On Hold’ ticket feature was created to allow the ticket to be paused once agreed between involved parties.
The Principal Contractor will request that the ticket is put on hold with the rational attached to the request (e.g. the resident is on holiday for a month).
When a ticket is on hold it will not count down against the agreed KPI's on that scheme.
‘On Hold’ tickets will be displayed in a separate tab on the ticket dashboard view.
When a ticket is released by the Principal Contractor the KPI is reset and restarts on release to countdown from the chosen KPI on initial ticket creation, .i.e. Emergency, High, Medium or Low.