Miscellaneous (W to Z): Work list items - retaining (Info)
Function MAINTAIN WORKLISTS provides a facility to retain a work item on a work list in your Management Unit and prevent it being transferred.
You may want to prevent a work item being transferred, for example
- where there are Compliance implications
- in complex cases where there has already been substantial contact with the customer and you want to resolve the issues before the transfer takes place.
Once there’s no longer a reason to retain a work item, Function MAINTAIN WORKLISTS should be used again to unset the signal and, if applicable, enable the work item to be transferred.
Note: Guidance on how to action entries on a specific work list is detailed in the section to which the work list relates - for example, use TCM0076040 for guidance on how to action entries on the Incomplete Applications work list.