Currently, when a work order is placed “On Hold” (waiting for parts, client authorization, etc.), the tile disappears from the technician’s prioritization screen. This creates a breakdown in workflow visibility and accountability.

We are requesting an enhancement where:

• “On Hold” work orders remain assigned to the technician

• These jobs are displayed in a clearly defined “On Hold” section under each technician’s column

• This section should be visually separated from active work

• “On Hold” jobs must NOT count toward the technician’s daily workload or load percentage (consistent with how they are excluded on the Overview screen)

Why this matters:

• Technicians lose visibility of jobs they are still responsible for

• Service consultants and managers lose an accurate real-time picture of workflow

• Jobs risk being forgotten or delayed once removed from view

• Creates unnecessary back-and-forth to track status manually

Operational Impact:

In a high-efficiency shop environment, technicians are often juggling multiple vehicles at different stages. Even when a job is paused, ownership does not change. Keeping these jobs visible ensures:

• Better planning when parts arrive

• Faster re-engagement on paused jobs

• Improved communication between service consultants and technicians

• Stronger accountability across the team

Suggested UI Behavior:

• Add an “On Hold” section at the bottom of each technician’s column

• Greyed-out or visually distinct tiles to indicate paused status

• No impact on load %, hours available, or prioritization calculations

Priority Level:

High – This is a critical workflow improvement for real-world shop operations.