147.5.5.1 How to progress through the ticket – Putting it on hold

Placing the ticket on hold ("Pending Status")

If you cannot resolve the ticket immediately:

1. After accepting the ticket, change the status to:

     >> “Pendente”

2. Select a “Motivo Stato” from the drop-down menu

3. On the right side of the screen, fill in the Note field with contextual information

4. Click:

 - Salva (to save all changes)
 - or Aggiungi (to update only the notes)