Hold Reason is a field used to explain why the call is
in a hold status rather than an open status. This is a drop down list, and
will only be used if the top Status
is set to hold. Note at the bottom picture, that only one or two are applicable
in a Defect Tracking sense, so additional explanations would be requred
in the Call Log.
* Customer Acceptance (Auto) - The case is in hold pending
the customer agreeing it should be closed. Case will automatically be closed
after 3 days by the system.
* Customer Acceptance (Manual) - Same as above, except
that the system will not automatically close the case.
* Need More Information - Holding in order to get valid
data to test with, or the information provided was not clear. This could
also be used if development can't recreate the defect.
* Pending External Factor - Waiting for some other event.
This could mean that the programmer is on leave, or that retesting requires
a time change/clock roll, or waiting for another release of code that this
code relies upon.
* Verification of Closure - Waiting until it is all right
to close the case.
If the Internal
Status is set to hold, this is not a required field, rather, reasons
for a hold status would be recorded in the call
log. | 
