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IT: Return CB1 and CB2 on-hold cases to New

IT: Return CB1 and CB2 on-hold cases to New

IT support admins find CB1/CB2 cases staying on hold, causing SLA risk and ticket aging. This brings those cases back to New when holds expire so agents see actionable tickets again.

IT: Return CB1 and CB2 on-hold cases to New

Overview

Unresolved CB1/CB2 holds create SLA exposure and aging tickets for IT. This workflow returns expired holds to New so agents get actionable work back in their queue and prevents SLA breaches. IT leaders report faster response times and zero missed follow-ups.

Notable Features

  • Scan on-hold cases hourly
  • Reset CB1 and CB2 statuses
  • Notify agents when tickets return

IT: Return CB1 and CB2 on-hold cases to New