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Troubles

Topics Discussed Below

Holding a Trouble Ticket

Viewing a Held Order

Releasing a Held Trouble Ticket

 

Put on Hold and Remove from Hold

You may need to place a Trouble Ticket on hold for various reasons. When you hold a Trouble Ticket, the ticket will not affect any due dates that you have in place. Once you put a work order on hold, the order is moved from the Active Troubles list and placed in the Held Troubles list. 

Holding a Trouble Ticket

1.       Click Orders/Troubles.

2.       Within the Navigation pane, click Troubles and then All Active Troubles.

3.       A list of the open troubles populates. If you have a large number of active tickets, the list may not populate. To populate the list, do one of the following:

·         Within the search box, type any portion of the record and then click the magnifying glass.

·         Click the Show All button.

4.       Once the list opens, double-click the order number. A Trouble Ticket window opens. 

5.       Within the Order Actions ribbon group, click the Put On Hold button.

6.       A message box displays allowing you to enter a reason why the ticket is going on hold. Type the reason and click the OK button. The ticket window closes.

7.       To view a list of Trouble Tickets currently on hold, click Troubles then Held Troubles.

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Viewing a Held Trouble Ticket

1.       Click Orders/Troubles.

2.       Within the Navigation pane, click Troubles then Held Troubles.

3.       A list of the open troubles populates. If you have a large number of tickets, the list may not populate. To populate the list, do one of the following:

·         Within the search box, type any portion of the record and then click the magnifying glass.

·         Click the Show All button.

4.       The Held Troubles list populates with a list of Trouble Tickets on hold.

5.       To access the ticket, double-click on the order number. The Trouble Ticket window opens. Directly below the ribbon is a yellow line. Within the line, notice the status has changed to OnHold with the reason the Trouble Ticket is on hold. Once you remove the ticket from hold, the status changes to Open.

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Releasing a Held Trouble Ticket

1.       Click Orders/Troubles.

2.       Within the Navigation pane, click Troubles and then Held Troubles.

3.       A list of the open troubles populates. If you have a large number of active tickets, the list may not populate. To populate the list, do one of the following:

·         Within the search box, type any portion of the record and then click the magnifying glass.

·         Click the Show All button.

4.       Once the list opens, double-click the order number. A Trouble Ticket window opens. 

5.       Within the Order Actions ribbon group, click the Remove From Hold button.

6.       A message box displays to allow you to enter a reason for removing the hold, entering a reason is optional. Type the reason and click the OK button.

7.       The ticket opens to the work center that was open when the order was held.

8.       Within the Actions ribbon group, click Save (save and stay) to continue working with the order or Save & Close (save and exit) to return to the Troubles list.

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