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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
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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