The On Hold ticket feature was created to allow the Principal Contractor to pause a ticket once agreed between both parties (The Principal Contractor and the Registered Provider or the new homeowner)
The Principal Contractor will request that the ticket is put on hold with the rational attached to the request. A good example will be where a Contractor cant get access to the tenant or the tenant will not respond to their calls.
When a ticket is on hold it will not count down against the agreed KPI's on that scheme.
The On Hold tickets will be displayed in a separate tab on the tickets 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.