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Put an activity on hold without affecting other activities in the request

Tina_SamsTina_Sams Customer IT Monkey ✭

Hello,

We have a request that has multiple activities that run concurrently. If a team needs to put their activity on hold, the only way is to put the whole request on hold which then means that the other activities are automatically also set to on hold. We want to be able to still progress the other activities even if one of them is put on hold (due to requiring more information etc.).

Is this possible?

We need to consider how an SLA on the request might be affected too but that is less urgent at the moment.

Thank you

Answers

  • Sean_TerrySean_Terry Customer Advanced IT Monkey ✭✭✭

    I don't think it is unless there is some custom work done. I like the idea of having parallel activities and if you want 1 to go on hold the others continue and the parent SR only goes on hold when they have be completed and the next stage of activities are not part of the parallel group.

  • Konstantin_Slavin-BoKonstantin_Slavin-Bo Customer Ninja IT Monkey ✭✭✭✭

    When you say that the activities are running concurrently; do you mean, that they are inside a Parallel Activity? If so, activities do have an 'On Hold' status (ActivityStatusEnum.OnHold), so there shouldn't be a problem in putting an activity on hold, while the others continue to be 'In Progress' or whatever their current status is.

    The only problem would be, that there isn't a 'Change Status' task in the activity form, neither on the portal or in the console, but one could "easily" be created, but as @Sean_Terry mentions, it requires some custom work.

    For the portal, it would need to be programmed in javascript, as described in KA52, and in the console, you could add an Quick Template task (targeting activity instead of incident), so you'd have a button to press to put on hold.

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