{"id":14876,"date":"2026-09-24T18:24:55","date_gmt":"2026-09-24T12:54:55","guid":{"rendered":"https:\/\/factech.ai\/blog\/?post_type=ufaq&p=14876"},"modified":"2026-09-24T18:25:58","modified_gmt":"2026-09-24T12:55:58","slug":"complaint-hold-feature-in-factech-technician-app","status":"publish","type":"ufaq","link":"https:\/\/factech.ai\/blog\/ufaqs\/complaint-hold-feature-in-factech-technician-app\/","title":{"rendered":"Complaint Hold Feature in FacTech Technician App"},"content":{"rendered":"
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\n\t\t\t\tComplaint Hold Feature in FacTech Technician App\t\t\t<\/h4>\n\n\t\t<\/div>\n\n\t\t
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 <\/p>\n

Complaint Hold Feature in FacTech Technician App<\/h1>\n

Pause Complaints When Immediate Resolution Is Not Possible<\/h2>\n

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

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.<\/p>\n

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

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What is the Complaint Hold Feature?<\/h1>\n

The Complaint Hold<\/strong> feature allows a technician to temporarily pause the progress of an assigned complaint.<\/p>\n

While the complaint is on hold, the technician can record the reason for the hold. The complaint can later be restored<\/strong> and work can continue from where it was paused.<\/p>\n

Administrators can also configure an optional maximum hold duration<\/strong>, after which the system can automatically restore the complaint.<\/p>\n

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How to Enable Complaint Hold?<\/h1>\n

Before staff can use this feature, an Admin needs to enable it from the Complaint Configuration.<\/p>\n

Step 1: Enable the Hold Option<\/h3>\n
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  1. Login to the FacTech CAFM Portal<\/strong> as an Admin<\/strong>.<\/li>\n
  2. Navigate to Complaints<\/strong>.<\/li>\n
  3. Open Complaint Configuration<\/strong>.<\/li>\n
  4. Locate the required Complaint Nature<\/strong>.<\/li>\n
  5. Click the Action<\/strong> button next to the Complaint Nature.<\/li>\n
  6. Enable the “Allow Hold”<\/strong> checkbox.<\/li>\n
  7. Click Save<\/strong>.<\/li>\n<\/ol>\n

    \"\"<\/p>\n

    The Hold option is now enabled for the selected Complaint Nature.<\/p>\n

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    Step 2: Configure Hold Reasons<\/h1>\n

    After enabling the Hold option:<\/p>\n

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    1. Scroll down within the Complaint Configuration page.<\/li>\n
    2. Add the required Hold Reason<\/strong>.<\/li>\n
    3. Enter the Max Hold Duration (Days)<\/strong>, if required.<\/li>\n<\/ol>\n

      \"\"<\/p>\n

      What is Max Hold Duration?<\/h3>\n

      Max Hold Duration<\/strong> defines the maximum number of days for which a complaint can remain on hold.<\/p>\n

      For example, if the Max Hold Duration is set to 3 days<\/strong>, the system can automatically restore the complaint after the configured hold duration is completed.<\/p>\n

      If you do not want the system to automatically restore the complaint, you can leave this field blank<\/strong>.<\/p>\n

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      Configure Hold TAT<\/h1>\n

      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.<\/p>\n

      What is Hold TAT?<\/h3>\n

      Hold TAT<\/strong> is the amount of time for which a complaint remains in the Hold status.<\/p>\n

      You can choose whether this duration should be counted in the overall complaint TAT<\/strong>.<\/p>\n