Complaint Hold Feature in FacTech Technician App

Pause Complaints When Immediate Resolution Is Not Possible

We are pleased to introduce the Complaint Hold feature in FacTech CAFM APP, which allows staff members to temporarily put an assigned complaint on hold directly from the FacTech Technician App.

This feature is useful when a complaint cannot be resolved immediately due to reasons such as material availability, customer dependency, external support, or other operational constraints.

Administrators can configure the Hold Reason, define a maximum hold duration, and decide whether the hold period should be included in the complaint TAT (Turnaround Time) calculation.

What is the Complaint Hold Feature?

The Complaint Hold feature allows a technician to temporarily pause the progress of an assigned complaint.

While the complaint is on hold, the technician can record the reason for the hold. The complaint can later be restored and work can continue from where it was paused.

Administrators can also configure an optional maximum hold duration, after which the system can automatically restore the complaint.

How to Enable Complaint Hold?

Before staff can use this feature, an Admin needs to enable it from the Complaint Configuration.

Step 1: Enable the Hold Option

1. Login to the FacTech CAFM Portal as an Admin.
2. Navigate to Complaints.
3. Open Complaint Configuration.
4. Locate the required Complaint Nature.
5. Click the Action button next to the Complaint Nature.
6. Enable the “Allow Hold” checkbox.
7. Click Save.

The Hold option is now enabled for the selected Complaint Nature.

Step 2: Configure Hold Reasons

After enabling the Hold option:

1. Scroll down within the Complaint Configuration page.
2. Add the required Hold Reason.
3. Enter the Max Hold Duration (Days), if required.

What is Max Hold Duration?

Max Hold Duration defines the maximum number of days for which a complaint can remain on hold.

For example, if the Max Hold Duration is set to 3 days, the system can automatically restore the complaint after the configured hold duration is completed.

If you do not want the system to automatically restore the complaint, you can leave this field blank.

Configure Hold TAT

FacTech also provides an option to decide whether the time spent while the complaint is on hold should be included in the complaint TAT calculation.

What is Hold TAT?

Hold TAT is the amount of time for which a complaint remains in the Hold status.

You can choose whether this duration should be counted in the overall complaint TAT.

• Checkbox Enabled: Hold duration will be counted in TAT.
• Checkbox Unchecked: Hold duration will not be counted in TAT.

After configuring the required details, click the “+” button to add the Hold Reason.

The Complaint Hold feature is now ready to use.

How Can Staff Put a Complaint on Hold?

Once the feature has been enabled, a staff member can hold an assigned complaint directly from the FacTech Technician App.

Step 1: Open the Assigned Complaint

1. Open the FacTech Technician App.
2. Navigate to Complaints.
3. Open a complaint that is assigned to you.
4. Click on the Hold button.

Step 2: Select the Hold Details

Enter the required information, including the configured Hold Reason and any other required details.

Once the information has been entered, click “Continue to Hold”.

The complaint will then be moved to Hold status.

How to Restore a Complaint?

A complaint that has been placed on hold can also be restored from the Technician App.

1. Open the complaint from the Complaints section.
2. Select the Restore option.

Once restored, the complaint can continue through the normal complaint workflow.

What Happens When a Complaint Is Put on Hold?

When a complaint is placed on hold:

• The complaint status changes to Hold.
• The selected Hold Reason is recorded.
• The hold duration can be tracked.
• TAT calculation follows the configured Hold TAT setting.
• The complaint can be restored manually.
• If Max Hold Duration is configured, the system can automatically restore the complaint after the defined duration.

Key Benefits

✅ Temporarily pause complaints when immediate resolution is not possible

✅ Record a clear reason for putting a complaint on hold

✅ Allow technicians to manage holds directly from the mobile app

✅ Configure maximum hold duration

✅ Automatically restore complaints when the configured duration ends

✅ Control whether hold duration is included in TAT

✅ Improve complaint tracking and transparency

✅ Maintain a clear complaint history and audit trail

Frequently Asked Questions (FAQs)

Q1. Can every complaint be put on hold?

The Hold option is available only for Complaint Natures where Allow Hold has been enabled by the Admin.

Q2. Who can put a complaint on hold?

A staff member can put an assigned complaint on hold through the FacTech Technician App, provided the Hold feature is enabled for that Complaint Nature.

Q3. What is a Hold Reason?

A Hold Reason explains why a complaint has been temporarily paused. Examples can include material dependency, external support, or other operational requirements.

Q4. What is Max Hold Duration?

It is the maximum number of days for which a complaint can remain on hold before the system automatically restores it, when configured.

Q5. What happens if Max Hold Duration is left blank?

The complaint will not have a configured automatic restoration duration. It can be restored manually using the available restore option.

Q6. Can hold time be excluded from TAT?

Yes. Admins can configure whether the hold duration should be included in the complaint TAT calculation.

Q7. Can a technician restore a complaint?

Yes. A held complaint can be restored from the Technician App using the Restore option.

Q8. Where is the Hold feature configured?

Navigate to:

Complaints → Complaint Configuration → Complaint Nature → Action → Allow Hold

Hold Reasons and related settings can then be configured from the same Complaint Configuration page.

Conclusion

The Complaint Hold feature gives maintenance teams greater flexibility when a complaint cannot be resolved immediately.

With configurable Hold Reasons, Maximum Hold Duration, and Hold TAT settings, organizations can maintain better control over complaint handling while ensuring that every hold and restoration is properly tracked.

Pause when required, track transparently, and resume when ready with FacTech CAFM.