[Internal] Unlocking a book previously printed

To avoid books being left open for long periods of time, which can lead to issues, the following process needs to be followed. 

  1. The standard policy is to inform the customer they have 48 hours to complete the needed change/s.
  2. You will need to set a Task under Type within the ticket and input a date in the due date that is 2 business days from the current date.
  3. After updating the customer, place the ticket in hold status.
  4. When the ticket re-opens 2 days later, you will update the customer that we are locking the book at that time.
  5. Lock the book back up and let the customer know if they need further help they can request to have it re-opened.   
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