Enhancement to On Hold function

[Alisha]

Good afternoon,

Please could we request an enhancement to use the On Hold functions without stopping the SLA.

This would be very helpful to us when managing our Third Party requests. For example, if we set the sub-status to 'Third Party' and add a chase/follow up date, we can use this to filter our queue so the request only appears back in the queue on the date specified without stopping the SLA on the Incident.

Many thanks,
Alisha

[Steve Giller]

On Hold means the SLA is paused - otherwise it's not on hold!

I think you're looking for an Active Sub-status that has an expiry time - the trick there would be to know what Status/Sub-status it reverts to once the Third Party Sub-status has expired.

[BobbyB]

@Steve Giller, yes exactly that.  We would use the Active sub-statuses for this.  And would use the default value that we have for them as below.  Thanks.

[Steve Giller]

I've tagged this as an Enhancement for you.

[Martyn Houghton]

@BobbyB

You could also use the Timer operations in the BPM to pause the Timer(s) whilst it is with the 3rd Party.

Cheers

Martyn

[BobbyB]

thanks @Martyn Houghton but we need the timers to stay running while the incident is still open.

[Martyn Houghton]

@BobbyB

The Pause open will pause the timer whilst it is with your third party and then you can resume it when they come back. This way the parent status stays as Open (i.e. no on hold) but the timer is not ticking.

Cheers

Martyn

[Steve Giller]

26 minutes ago, Martyn Houghton said:

The Pause open will pause the timer whilst it is with your third party and then you can resume it when they come back.

My understanding is that this is the exact opposite of what @Alisha and @BobbyB are asking for.

[Martyn Houghton]

@Steve Giller

Yes, sorry got the wrong end of the stick.

Using a Sub Status then hits the old problem that you cannot suspend a BPM and await sub status change within the same parent status.

Cheers

Martyn