What is it for
Retention tools allow you to record business or follow-up actions within a ticket so that the team can see which resource was applied in each case.
How to create a retention tool
1. Go to the Retention Tools list.
Select the option to add a new tool.
3. Complete the name and save.
The system will take you to the editing screen to complete the description.
How to edit an existing tool
1. From the list, open the details of the tool you want to update.
2. Modify name and/or description.
3. Save the changes.
How to assign a tool to a ticket
1. Open the ticket you want to manage.
In the retention tool field, select the corresponding option.
3. Watch the ticket update.
4. The tool will be visible on the ticket and can also be used as reference data in lists.
How to remove an assigned tool from a ticket
1. Enter the ticket where a tool is already assigned.
2. Use the option to remove or delete assignment.
3. Confirm the action to leave the ticket without an associated tool.
Tool state management
If a tool is no longer used, it can be marked as deleted to remove it from use. If it becomes necessary again later, it can be restored for reuse.