Auto release from 'on hold' state

[jonny27]

Hello! I'm wondering what the best way is to tackle this, please? Basically, our Service Desk Manager would like incidents that are on hold to have a specified release date. I've built in the extra state, the queue and the follow up date and time, however I need tickets that are on hold and assigned to the 'acknowledged' queue to be automatically assigned to the Service Desk queue when the time elapses. Am I best of doing this through a workflow or through a business rule, and how would I make sure it's done every time, so, for instance if an incident is put on hold twice during its life cycle? 

In summary - how to I change the state to 'assigned' and the assigned group to 'Service Desk' when the stipulated time elapses?

Your friendly Yorkshireman. 

[Raf1 · Accepted solution]

You can trigger it using broadcastevent from a business rule, then on your workflow you can add an activity called "Wait for WF Event". When the event is triggered you can then have timer and do the logic you wanted.