New On-hold status for MSP Manager

Last Modified

Mon Oct 08 15:04 GMT 2018

Description

• This article discusses the On-hold status that was introduced in the 2.10 release.

Environment

• N-able MSP Manager

Solution

• In the 2.11 release, the On-hold status will automatically remove counting of time against an SLA policy.
• On-hold tickets are considered open tickets but when you go to Helpdesk, even though it defaults to Open tickets, the filters used by default are only Assigned and In-progress, so this needs to be included on the filter list in order for the On-hold tickets to display.