How to stop the sla time of a service ticket

[Former Member]

Hello Folks,

Is there a way to stop or pause the sla counting time of a service ticket?

I have a scenario, where I get a service ticket, and I have to stop the sla counting time, because I need a response from a third person, not involved at that time.

I´m using webclient, and my guess, is, there something realted to status, sla and actions, but not sure about.

Could somebody give me some advise or a clue about it?

Answers will be rewarded.

thanks in advance,

Luiz David

[Former Member · Accepted solution]

Hi Luiz,

I think you can use the status profile and action profile to address this issue.

You can create a new user status may be like " Pending from third party" and create a start condition in the your action as

Status " Not equals to" Your new status.

The action only triggers if the status is not set with this new status.

Hope it may help you

Regards,

Madhu

[Former Member · Accepted solution]

Hello Madhu,

Spending the all day long yesterday, I came to the almost same conclusion as you proposed. I just need to have a better understanding on how to link an action to the status.

Could you geive some overview, of how to do it?

thanks in advance,

Luiz David

[Former Member · Accepted solution]

Hi Luiz,

Status needs to be selected in the conditions. Follow the below steps

1. Select the actions in conditons

Goto Spro --> IMG --> CRM --> Action --> Actions in transactions --> Change actions and conditions --> Define conditions

and click on your action profile and open the action

2. Go to the start conditions tab and click on the edit conditions

3. Click on the condition definition space and expand the container in the change condition pop-up box

4. Double click on the status table and choose the new user status in the constant field

5. Select the operator as not equal to

Hope it helps

Regards,

Madhu

[prakhar_saxena · Accepted solution]

Hi Madhu,

I have a similar req

Can you tell me which method we have to use in this action .....

Pls help

[former_member186887]

Hi Luiz Szilagyi,

Could you please explain me with how you solved your requirement.

I have got the similar requirement.  that is, when the incident status is in pending, the SLA time should not be alculated.  So that the overall time taken to close the incident would be calculated properly for reporting purpose.

Please help me how you solved your requirement. 

Your help will be rewarded.  Please help.

Regards,

Madhav.

[Former Member]

Already created a Solution based on button search and configuration os user status. Not so hard.

[Former Member]

Hi Luiz,

I am not sure but I don't think such a functionality is possible since it would destroy the whole idea of SLA which is to give a commitment to customer of services irrespective of our internal processing. May be, the escalation triggers can be defined to be flexible to accomodate such scenerios..!!!

Comments from experts are welcome..!!!

Best Regards,

Vishant