Task off hold on specific date - best practice suggestion

[M_iA]

Hello,

I am trying to decide how to manage tasks that are put on hold until a specific date/time.

I have 3 choices really:

1.Have a scheduled job run every 5 minutes to check "on hold until" field and if earlier that current date/time, to push to in progress

2.When an agent adds a date/time to the field, flow is created and waits until the date/time

3. Use an internal OLA thats created when date/time added and is completed when time is reached and therefore pushes to work in progress.

Issue with 2 and 3 is that if the agent changes the date time! With number 2 and 3, Probably need to put in a loop into the flows to check date/time on a daily schedule and use the updated date/time.

So leaning towards option 1. But my concerns would be performance related and would this have much of an impact? We have quite a mature instance and probably dealing with 3k new tickets every day so running these scheduled jobs every 5 minutes on tables that have 20/30k active tickets might have an impact?

Then theres also the fact that with running these jobs every 5 minutes, its not an instant off hold.

Any thoughts / opinions would be greatly appreciated

[Dr Atul G- LNG]

HI @M_iA 

First point, the onhold is there but what is sub reason?

- Waiting user

- Waiting change

- Waiting problem

- Wiating vendor

bcz for all these 4 it can be different way or use case.

I will go for 2/ 3 only, and you need to educate your agents then why the date filed should not be change.

[M_iA]

We are using an on hold state for awaiting a customer. This has an auto chaser which after 3 chases, closes down the ticket. We have an "on hold until" field that stops the above chasers - an example is that the customer advises the agent that they are on holiday for a couple of days. The agent then puts the case on hold with the specific date to take it off hold.

So im just looking for the best method to automate the management of that date and push the tickets back to work in progress

[Dr Atul G- LNG]

Hi @M_iA 

We had same case of our customer, we use 2nd option. and that worked for us.

[M_iA]

Thanks for the insight. What did you do with the date field though for people who changed it after the initial save? Was it a case of educating? Or have you put a scheduled loop in the flow to keep checking the date to see if changed?