Incidents on Hold do Not Disappear from Open Ticket Reports
|Article:TECH199688|||||Created: 2012-11-13|||||Updated: 2012-11-13|||||Article URL http://www.symantec.com/docs/TECH199688|
When incidents are put on hold they disappear from user open ticket views etc. This can give the appearance of lost tickets until hold is completed. It also removes the ability to take the ticket off of hold prior to its original hold expiration date, should you desire work the ticket before its expiration date.
Those default reports are not designed to show all statuses. Rather they only show open statuses.
You can modify the default reports to display tickets on hold. Alternately, the attached reports can be imported and used to display tickets on hold.
Article URL http://www.symantec.com/docs/TECH199688