Creating On Hold Codes
You create On Hold codes to place or to release a hold on a specific transaction (e.g., a sales order or service call) or on all transactions associated with a specific entity (i.e., a customer or vendor). E-automate includes the following predefined On Hold codes:
CH (Credit Hold)
WP (Waiting for Parts)
PA (Parts Available)
BadSync (Bad Data from Remote Client)
WAuth (Waiting Authorization)
When you create an On Hold code, you specify the area(s) of e-automate in which the code can be used. The areas available for selection are:
Sales Orders: If a sales order is placed on hold, the sales order cannot be shipped or fulfilled.
Customers: If a customer is placed on hold, all subsequent transactions associated with that customer are automatically flagged as on hold (e.g., if a customer is on credit hold and you enter a new sales order or service call, e-automate flags the sales order or service call as On hold (Credit Hold)).
Service Calls: If a service call is placed on hold, the service call cannot be dispatched.
Accounts Payable Invoices: If an accounts payable invoice is placed on hold, the accounts payable invoice cannot be presented for payment in the Pay Vendors activity. If a vendor is placed on hold and you subsequently attempt to create a purchase order for—or make a payment to—that vendor, the system informs you that the vendor is on hold.
RTV Orders: If an RTV order is placed on hold, the RTV order cannot be returned, received, shipped, or transferred.
RMA Orders: If an RMA order is placed on hold, the RMA order cannot be shipped or fulfilled.
If you indicate an On Hold code can be used with service calls and if your technicians are also using MobileTech or RemoteTech, then you also indicate if your MobileTech/RemoteTech technicians can use the code: 1) to place a service call on hold and/or 2) to release a service call from hold. For example, if you have a service call with a WP (Waiting for Parts) on hold code and if you are using e-automate's tools for transaction linking, e-automate can change the service call's On Hold code from WP (Waiting for Parts) to PA (Parts Available) when the parts become available. If you give your technicians the ability to release a service call from a PA (Parts Available) On Hold code, then your technician can release a service call from a PA (Parts Available) On Hold code and can complete the service call without waiting for someone else to release the service call from hold.
If an On Hold code in any area can have an impact on service calls:
You can indicate if the system should calculate response time beginning from the moment a service call is released from hold instead of from the moment the service call was received. For example, you can use this option to prevent time spent resolving a credit hold from adversely impacting a technician's response time.
You can exclude from resolution time calculations the time during which a service call is on hold.
You can indicate if you want to use security rights to control who has permission to set and to remove an On Hold code. If you require security rights, then a user must have the Set/Release On Hold Transactions right in e-admin to place a transaction on hold and/or release a transaction from hold. For more information, see the Security (On Premise) topic.
You can customize the "On Hold!" stamp the system applies to sales, customer, and service transactions when a code is used to place a transaction or customer on hold.
Getting to the TransactionGetting to the Transaction
From the Tools menu, select Lists and Codes to open the Lists and Codes window.
In the Select a list or code type field, use the drop-down menu to select On Hold Codes.
Click [New] to open the New on Hold Code window.
Basic InformationBasic Information
In the On hold code field, enter a name for the On Hold code.
In the Description field, enter additional text to further identify the On Hold code.
In the Make on hold code available in region, do the following:
Check the Sales checkbox to indicate this code can be used to place or to release a hold on sales orders; otherwise, leave this checkbox unchecked.
Check the Customer checkbox to indicate this code can be used to place or release a hold on Customer records; otherwise, leave this checkbox unchecked.
Check the Service checkbox to indicate this code can be used to place or release a hold on service calls; otherwise, leave this checkbox unchecked. If you checked the Service checkbox, the system enables two additional checkboxes. Do the following:
Check the Set this hold code in RemoteTech if technicians can use this code to place a hold on a service call via RemoteTech; otherwise, leave this checkbox unchecked.
Check the Release this hold code in RemoteTech if technicians can release a service call with this code from hold via RemoteTech; otherwise, leave this checkbox unchecked.
Check the Accounts Payable Invoices checkbox to indicate this code can be used to place or to release a hold on accounts payable invoices or vendors; otherwise, leave this checkbox unchecked.
Check the RTV orders checkbox to indicate this code can be used to place or to release a hold on RTV orders; otherwise, leave this checkbox unchecked.
Check the RMA orders checkbox to indicate this code can be used to place or to release a hold on RMA orders; otherwise, leave this checkbox unchecked.
Check the Require security rights to set and release on hold status checkbox to indicate users must have the Set/Release On Hold Transactions right to use this code to place or to release a hold on a transaction; otherwise, leave this checkbox unchecked.
Check the Calculate response time using release date and time checkbox to indicate e-automate should use the release date and time as the start time for response time calculations; otherwise, leave this checkbox unchecked.
Note: When checked, this feature excludes time spent on hold from the response time calculations.
Check the Exclude from resolution time checkbox to indicate e-automate should not include time spent on hold in the resolution time calculations.
In the Stamp settings (Only applies in Sales, Customers, and Service) region, do the following:
In the Color field, do one of the following:
To use the default red color for the On Hold! stamp, make no change.
To override the default red color, do the following:
Click the […] button to the right of the Color field. The system displays a color palette.
Select the color you want to use for the On Hold! stamp.
Click [OK] to accept the selected color and to close the color palette.
Note: When applicable, the system applies this stamp to sales orders, service calls, customer records, vendor records, and AP invoices.
Check the Add description to the stamp text checkbox if the system should append the entry in the Description field to the On Hold! stamp for this code.
Completing the TransactionCompleting the Transaction
Click [OK] to save the On Hold code.
Non-supported ReleaseNon-supported Release
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