Provide Information or Resolve Hold

When you select the Tasks tab on the Clinic Overview page, and you apply the Show Provide Information Tasks filter, all patients with a Provide information or Resolve hold task are shown. A patient's order cannot be processed until you resolve these issues.

Resolve a Customer Hold

1. Open the clinic overview, and select the Tasks tab.
2. To show tasks for patients with orders that are on hold, rejected, or that require additional information, apply the Show...Tasks  filter. Select Provide Information.
3. To:
4. • View information about the customer hold, click the Notes icon in the Notes column to display the product notes.
     OR
   • Go directly to the page that needs resolution, click the product.
5. To go to the appropriate page to resolve the hold, click the blue name on the link for the customer hold in the list.
   For example, if the hold is LR3: Verify and correct brackets, you will be taken to the Brackets/Attachments tab on the Dental Examination page.

Note: If you are a CBCT user and your scan is rejected, you can cancel the order without having to go to SureScan. If the patient refuses another CBCT scan, however, to receive a refund for the rejected model, you must cancel the patient.

5. Enter the missing information and return to the Patient Overview page.
   Result: The Done box is checked automatically after you supply the missing information. If you need to redisplay the customer hold task, uncheck the Done box.
6. (Optional) Click Respond to type a note to the Digital Lab technician.
7. When finished resolving all issues, click the Release Hold button at the top of the customer hold list on the patient overview.

Note: The Release Hold button is disabled (dimmed) until all issues are resolved.

Result: The Provide Information task no longer appears under the Tasks tab on the Clinic Overview page.

Tip: You can also resolve a customer hold starting from the Patients tab on the Clinic Overview page. Just click the name on the patient card with a Provide information message in red. When the patient overview opens, continue with step 4 above.

Resolve customer holds for wires in the wire design workspace

A Release Hold button for customer holds has been added to the notes tool in the wire design workspace.

1. Open the Notes tool from the wire design workspace to display any customer holds for the wire order.

2. When you have resolved the issue causing the  customer hold, click  the Release Hold button in the notes to release the customer hold.