Pausing an incident

If you are waiting for a supplier's assistance or information from a customer while you process a ticket, you can pause the ticket until you have the necessary information. Escalation of the tickets can be paused for this time, too.

Pause action can be applied at any stage of the activity processing unless it is already paused and has the status On Hold and is also not applicable for the activities on status Closed.

To pause an activity: 

1. Go to Matrix42 Enterprise Service Management → Service Desk application.
2. In the navigation area, open Backlog.
3. Search for the activity you want to pause
4. Right-click on the necessary item in the list to see the list of available actions or click on the item to open the preview page, click on Show more actions... icon
5. In the action panel, click Pause.
6. Fill out the necessary information:
   
   • Reminder Date: The reminder date is calculated automatically based on the value in the Default span for pausing tickets (days) field of the Service Desk settings. If the ticket status does not change by the set date, a reminder email is automatically sent to the person who is responsible for the ticket.
   • Reason: The reason is saved to the journal. Select from the list of the suggested options: 
     1. Waiting for Customer (default)
     2. Waiting for Supplier
     3. Waiting for Parent Ticket
     4. Known Error
     5. Other
     6. RFC created
   • Do Not Escalate Ticket While Paused: the checkbox is selected by default, meaning that the activity will not escalate while it's paused.
   • Comments (mandatory): enter a comment to specify the details for pausing the activity. It will be saved to the journal together with the previously specified Reason.
7. Click Pause.

The activity status is changed to On Hold.