Adding new status which stops SLA clock in SMA-X

Idea ID 1792343

Adding new status which stops SLA clock in SMA-X

Requirement: Add the capability to stop the clock with custom statuses.

Business Case: We need to have more than one status Pending that stops the SLA for a Request or Incident. This will allow agents to distinguish easily with a glance where the cae is. It will also allow for additional reporting capabilities. For example:

Pending End User (this one is out of the box)

Pending Internal

Pending Implementation

Pending patch installation

 

The current limitation is too restricting.

Tags (1)
4 Comments
Micro Focus Expert
Micro Focus Expert
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team. 

Contributor.. Contributor..
Contributor..

Also, Pending vendor doesn't stop the SLA for a Request.  

Micro Focus Expert
Micro Focus Expert

While I agree that this is highly desirable, you may want to consider the following workaround:

  • Add a new custom status field, with your own list of status values
  • Replace the OOTB status field on the Request / Incident form by your custom field
  • Add an After change rule to the entity that sets the (now hidden) OOTB status depending on the custom status value. In particular, when the custom status is set to any of the various "Pending ..." values, you can set the hidden OOTB status to Pending.

This isn't perfect, but it often does the job and it is completely transparent to users.

Micro Focus Expert
Micro Focus Expert
Status changed to: Under Consideration

Thanks for all the votes and comments. We are looking into this as a future product enhancement. Check the notifications box to be emailed if the status changes.

The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.