You can postpone the assignment and resolution of an incident by changing its due date. When you postpone an incident, it is put on hold and cannot be worked until the postponement date arrives.
See Scheduling an incident for later (postponing).
If you are ready to work the incident before the postponement date, you can reopen the incident.
When you reopen an incident that was postponed, the following things happen:
The status is changed to Open.
The task appears in the Tasks Viewer section on the My Task List page.
Any workers who were originally assigned to the task are re-assigned.
A comment is added to the task's History section.
The incident is added back to the SLA clock at its original level. It is not re-evaluated.
When an incident is removed form hold, the incident's subtasks are not restored. After you reopen the postponed incident, you must add the subtasks back to the incident.
To reopen a postponed incident
In the Process Manager portal, click My Task List.
On the My Task List page search for and open the incident that you want to remove from hold.
Because the incidents that are on hold do not appear in the Tasks Viewer, find the incident in one of the following ways:
Under Find Task, type the Task ID and then click Open.
Under Find Ticket, type the ticket ID and then click Open.
On the incident's Process View page, under Tasks and Actions, under Incident Hold Task, click Remove From Hold.
(Optional) In the Hold Management dialog box, type a reason for removing the incident from hold.
In the Hold Management dialog box, click Remove from Hold.
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This will clear the history and restart the chat.