Work with records that are on hold

As an intake processor or a workflow manager, using the On Hold Worklist, you can find out in more detail why a record has been put on hold.

For more information on the reasons why a record can be put on hold, see Using the On Hold Worklist.

1. Make sure you are on the On Hold Worklist. For more info on navigating to the On Hold Worklist, see Navigating.
2. Filter and customize the layout of the On Hold Worklist to best suit your needs. For more information, see Fine-tune your worklist with advanced filters, as well as Optimize the data being displayed using columns.

   Tip:

   You can select Actions, then Clear Filters to remove the filters you have applied.
3. Check the box of the record you would like to work on, select Expand Details, then Start Work.
4. The informational message above the Merge Follow-up form displays the reason that the record was put on hold. You can view all of the incoming details against its initial case or intake record in a read-only version of the Merge Viewer.
5. Perform one of the following:
   • Select Reject Record to reject the intake record. The record is cleared from the On Hold Worklist.
   • Select Cancel and the record will remain unchanged while you are taken back to the Intake Worklist.
6. Optionally, you can export all of the records in the On Hold Worklist. To do so, select Actions, then Export.