adp drive tk tech settings

[detlman]

Hi, looking to find a way to setup the tk setting so a tech who has put a ticket on hold and would like to go back to work on it ( previous ticket ) without rolling up a new ticket. we are currently using l command to locate work, problem is when there are open tickets they will almost always roll up before your previous ticket ( ticket put on hold for upsells, want to finish approved upsells before new work ) nobody knows a simple solution, the only command I know to go back to a previous ticket is g, they won't use g because you can effectively grab any ticket you want. I know in a perfect world priorities would be set correctly on the tickets and this would be minimized ( we are working on that )

anyone have a solution? what command can I enable to allow a tech, non dispatch screen to get back to a previous ticket without rolling up new work.

Thanks!