How to delay a queue item?

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Posted on by tlsambo

Hi Everyone

I'm perplexed as for the life of me I can't work out how to delay a queue item!?

e.g. work on queue item, call customer, they're on holiday for 2 weeks so need to call back in 2 weeks time, how do I delay/postpone/hold or just make the item disappear for 2 weeks until I'm ready to work on it again?

Any help or suggestions will be met with much love and appreciation as this is doing my head in. :-)

Thanks

Tony

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LeoAlt 16,331 Moderator on at

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Hi partner,

Do you mean you've set a SLA in your case and the customer will be back to work after 2 weeks?

If so, you could pause the SLA and reactivate it in D365.

Go to System Settings->Service tab, choose case and add "hold on" to "selected values".

If my understanding is not correct, please share more details and feel free to let me know.

Regards,

Leo

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