By deferring a ticket, you can release (or defer) your ticket task to a later date and/or time (for example; to allow time to further research a problem or issue), while retaining ownership of a ticket, or releasing the ticket to the owning group (ticket queue).
For example:
If you do not select a deferment date and retain ownership of the ticket, the ticket is returned to your ticket task list to work on at any time.
If you do not select a date and do not Retain Ownership of the ticket, the ticket is released to the owning group (ticket queue) ticket task list to work on at any time.
If you select a Date/Time and Retain Ownership of the ticket, the ticket is returned to your ticket task list to work on at the specified time and the ticket status is set to Open (Pending).
If you select a Date/Time and do not Retain Ownership, the ticket is released to the owning group (ticket queue) ticket task list to work on at the specified time and the ticket status set to Pending.
To defer a ticket
From a working ticket, click Defer Ticket in the Next Steps panel. The Defer Ticket pop-up window is displayed.
Type the date and/or time you want to defer to in the Defer Until box, or click the calendar icon to select a deferment date and time
Clear the Retain Ownership of Ticket check box if you do not want to the ticket to remain in your task list.
Select a reason for deferring the ticket from the Reason Code drop-down list.
Select the Share with Customer check box to make the note available to the customer. Selecting the Share with Customer check box makes the note public and will be visible to customers using your Self Service site.
Type a note related to the reason code in the Enter Note text box. Notes are helpful to other users after a ticket is deferred to provide further explanation for the Defer Ticket reason code.
Click OK. Depending on the selected Reason Code, the ticket status is changed to Open (Pending).
