Suspending Issue Tickets

Scenarios

After an issue ticket is accepted, the ticket creator needs to provide data or other information in the fault locating phase, and approve the change tickets during issue ticket implementation phase. The ticket handler can suspend an issue ticket. By default, a suspended issue ticket needs to be approved by the creator. For details about how to modify the approval process, see Managing Issue Review Tasks.

Suspending an Issue Ticket

1. Log in to COC.
2. In the navigation pane on the left, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title.
4. Click Suspend in the upper right corner.
5. Set parameters for suspending an issue ticket.

   Table 1 Parameters for suspending an issue ticket

   Parameter	Description
   Estimated Recovery Time	Enter the estimated recovery time.
   Description	Enter the detailed suspension description. The description can contain a maximum of 300 characters.

6. Click OK.

   After the issue ticket is suspended, the issue ticket handling duration stops being calculated until the issue ticket is resumed.

Approving a Suspended Issue Ticket

1. Log in to COC.
2. In the navigation pane on the left, choose Fault Management > Issues.
3. On the All Issues tab page, locate the target issue ticket and click its title.
4. Click Approve
5. Set parameters on the displayed page.
   • Passed or Not: Passed or Not Passed.
   • Review Comment: Enter review comments. The value can contain a maximum of 1,024 characters.

6. Click OK.

   The suspended issue ticket is approved. If the suspension is approved, the status of the ticket is suspended. If the suspension is not approved, the status of the ticket is the status when the suspension is initiated.

Resuming a Suspended Issue Ticket

Only the issue ticket creator can suspend and resume an issue ticket.

1. Log in to COC.
2. In the navigation pane on the left, choose Fault Management > Issues.
3. On the All Issues tab page, locate the target issue ticket and click its title.
4. Click Resume in the upper right corner.

   The suspended issue ticket is resumed.