Rohit Govind Posted April 1, 2019 Share Posted April 1, 2019 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. Link to comment Share on other sites More sharing options...
Guest Chaz Posted April 1, 2019 Share Posted April 1, 2019 @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 Link to comment Share on other sites More sharing options...
Rohit Govind Posted April 1, 2019 Author Share Posted April 1, 2019 Hi Chaz, Thanks for your response. I will look into sub-statuses to see if this is what I'm looking for. Link to comment Share on other sites More sharing options...
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