Start/Stop Request Timer

 

If a supervisor is unable to close a request then, it could be for many reasons such as, lack of necessary information or waiting for hardware delivery to fix the issue and so on. If the supervisor is unable to continue the work then he/she can move the request to on hold status.

If this is not done, then the request will remain in open state idly which will lead to the violation of SLA that governs the request. Also, it will show that the time taken to close the request was high and will reflect on the efficiency of the supervisor (s) handling the request. To avoid all these, move the request to a open state or to an on hold state till the time you are ready to resume work on the same.

 

Alternatively, you can also stop the timer when you are not working on the request.

 

Stop Timer

 

To stop the request timer,

  1. Click the Work Request tab in the header pane. The request list view page opens.

  2. Click the Title of the request to open request details page.

  3. Click the Actions combo box --> select Stop Timer link from the list. A window pops up asking you to specify the reason for stopping the timer. Enter the relevant reason to stop timer in the text area provided for the same.

  4. Click Add. The reason gets appended to the request history and the Status of the request changes to On Hold when the time is stopped.

 

Start Timer

 

To restart the request timer,

  1. From the request details page, click the Actions combo box ---> select Start Timer option. A window pops up asking you to specify the reason for starting the timer. Enter the relevant reason to start the timer in the text area provided for the same.

  2. Click Add. The reason gets appended to the request history and the Status of the request changes to  Open when the time is started.

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