On Hold States

[Nitin Sharma5]

When state changes to onhold , onhold reason will be visible in incident form

Cab anyone give me explanation and when we use below states

- Awaiting bridge call
- Waiting for parts
- Awaiting resolver response
- Waiting for customer response.

[Allen Andreas]

Hello,

Those on hold states should be self-explanatory? Out of box those aren't on hold states so they were added by someone else on your side of things. Please ask someone else associated with the instance on your side to help explain.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Hello,

Just wanted to check-in on this.

As I've mentioned above, those on hold states are not out of the box and the only one who can truly explain what they mean are your own organization. Outside of that, it's a bit self-explanatory when looking at them and any definitions we provide are mere speculation. Sure, it's very nice to supply a guess, but for you, it's something you'd need to ask your organization about, check for tool-tips or knowledge articles, etc.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Community Alums]

Hi Nitin Sharma,

The States you mentioned in your question are not OOTB Onhold Reason , the OOTB reasons are :

1)awaiting  caller - Waiting on a response back from the caller after the technician has requested additional information.

2)awaiting problem - Problem record has been opened from (or associated to) the incident and you're waiting for more information from the problem management process before continuing on.

3)awaiting change - Change record has been opened from (or associated to) the incident and you're waiting for more information from the change management process before continuing on.

4)awaiting vendor - Waiting on information from a vendor assisting with resolution of the incident.

5)awaiting info - Generic 'waiting' state that could be used for anything

These options are configured by your own team but i tried to explain it though :

- Awaiting bridge call - waiting for a bridge call to start
- Waiting for parts - Waiting for some parts maybe any hardware/software (it could be anything) whihc your company considers as parts.
- Awaiting resolver response - Waiting for a resolver to make any response to the incident.
- Waiting for customer response. - Waiting for a Customer to make any response to the incident.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Community Alums]

Hi Nitin,

Glad to see my answer helped you, Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep