Teleservice - EBS (MOSC)

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On Hold -Status Logic

edited Nov 22, 2018 1:19PM in Teleservice - EBS (MOSC) 1 commentAnswered

Hello Team,

Would like to know if there is any logic setup behind the below task status?

Actually I observed that this status dosent stop the count for the actual hours, expectation is when we put any task ON HOLD then in actual hours, on HOLD time should not be added. For eg

If task works as follwos

Working Status from 2 to 3 PM

On Hold : 3 to 3:30 PM

Again come back to working @ 3:30

and closed finally at 4PM

the system should calculate the actual hours on SR form is equal to 1.5 hours (auoto deduction of 30 minutes)

Let me know if this is design behind the ON Hold status?

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