You may place a work record on Hold to freeze the time. This may be necessary if you are waiting for an external party. Calls can also be placed on auto-hold by adding comments that are directed as questions to customers and setting the "Comment Type" to "Auto-hold". The auto-hold will be released as soon as the customer responds.
If a record was incorrectly assigned to you, reassign it to someone else with a descriptive explanation so both they and the owner of the record understands the re-assignment motivation.
Should you receive 2 or more identical work records, you may merge them into one. The record you merge (source) will be closed/resolved and linked to the record you merged it to (target). This is useful when receiving duplicate requests.
All work records may belong to a parent or have children. Use the Actions tab to view these relationships and to create child or duplicate tasks that are related to the parent.