Deferred calls

[billster]

Hi - is it possible when creating a ticket as an analyst you can defer the time into the future? It is possible in SupportWorks and would like to do it in Service Manager too.

 

Thanks

[James Ainsworth]

Hi @billster

Thanks for your post.  I'm not familiar with this feature in Supportworks.  Could you explain what you are trying to do and its purpose?  Which part of a request are you wanting to defer?

[billster]

Hi James,

In Support Works you can set the 'logged on' as a future date, and when it reaches that date it gets logged automatically and starts the timers on incident.

 

 

We use this a lot in Support Works for stuff like new starters and leavers, we put a incident on for the date they leave/start so the ticket arrives on the day.

 

Thanks

[James Ainsworth]

Hi @billster

In Service Manager, the workflow should be able to manage this type of control over a request.  Something that Supportworks didn't have.  Instead of deferring the logged-on date, as long as you have the start date of the new employee, the workflow can simply put the request on hold or just suspend the workflow from continuing until that date has arrived, at which point you can assign to an owner, a team, add some tasks, provide some automation to create a user account, and much more. 

You have provided a screenshot of the service level timers, so I'm also assuming that this is something that you also wish to defer.  This can also be done by starting your service level timers at whatever point that you want to, in this case possibly at the start date of the employee.

[billster]

15 hours ago, James Ainsworth said:

Hi @billster

In Service Manager, the workflow should be able to manage this type of control over a request.  Something that Supportworks didn't have.  Instead of deferring the logged-on date, as long as you have the start date of the new employee, the workflow can simply put the request on hold or just suspend the workflow from continuing until that date has arrived, at which point you can assign to an owner, a team, add some tasks, provide some automation to create a user account, and much more. 

You have provided a screenshot of the service level timers, so I'm also assuming that this is something that you also wish to defer.  This can also be done by starting your service level timers at whatever point that you want to, in this case possibly at the start date of the employee.

Thanks James - I will have a bash of creating this through workflow.