Maintenance requests that need to be postponed or rescheduled can be deferred either manually or automatically. Auto-deferred tickets are deferred after a predetermined period of time.
When tickets are deferred, residents who have opted into maintenance notifications will receive a message informing them of a delay to their ticket's resolution. The ticket status will then update to Auto-Deferred and any assigned agents will be removed.
To set up auto-deferral:
- Navigate to Company Preferences
From the Settings menu, navigate to Automation → Company Preferences.
- Enable Auto-Close
Enable the Auto Close Fixed Maintenance Tickets toggle.
- Enable Deferral
Enable the Defer Service Requests toggle. A new input will appear.
- Set Deferral Timing
Enter the number of hours you wish a ticket to remain open before being automatically deferred.
- Save Your Work
Click the Update Preferences button. Your tickets will now be automatically deferred after your desired time period.