Jeff Preager

+1

I use on hold for tracking purposes. My customers may have some requests/enhancements/maintenance that they will want to do in the future. Perhaps there are dependencies that need to be addressed first, budget considerations, etc.

I log the ticket with the details and place it on hold so it's not lost. We can review it each week to determine if we want to work on it yet or leave it on hold.

These tickets are also considered on hold from the customer's perspective and should be reflected that way in their view from the Customer Portal.