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Implementing a Sub-status with SR/INC

Rohit Govind

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More then often Analyst are waiting for a response back from end user/business unit or external entity. Is there a way to implement a status within the SR/INC where the ticket is waiting for a response without it breaching the SLA? At the moment we are putting tickets on-hold to get around the SLA breaching where tickets are waiting for end user response.


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@Rohit Govind putting a Request on-hold does exactly what you describe but perhaps you are looking for more context around why it's on-hold? A little while ago we introduced Sub-statuses which are designed to allow you to give more context to the current status of the Request :)

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