Handing Service Requests On Hold
How do you handle service requests that are put in the 'On Hold' status?
Currently in our system if a service request is put On Hold, all the 'Pending' activities would also be set to 'On Hold'. What happens is that all of those activities show up in My Active Work Items (Provided the setting is on to display items On Hold).
We do not assign Service Requests to users, but we assign Manual Activities to Analysts and Groups, so our analysts start to see these jobs that are On Hold and they can't be removed from the MAWI list.
Turning off the "Include On-hold Activities" setting will cause the request to completely disappear off everyone's radar, so we can't do that.
How do other people handle On Hold Service Requests?