Start / Stop Request Timer

     

    If a technician is unable to close a request then, it could be for many reasons such as, lack of necessary information or and so on. If the technician 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 technician (s) handling the request. To avoid all these, move the request to on hold state till the time you are ready to resume work on the same.

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

     

    Stop Timer

     

    To stop the request timer,

    1. Log in to the ServiceDesk Plus - MSP application using your user name and password.

    2. Click the Request tab in the header pane. This opens the request list view page.

    3. Click the Subject link of the request in the Requests list page.

    4. Click the Stop Timer under Actions combo box. A pop-up window opens requesting you for the reason for stopping the timer.

    5. Enter the relevant reason to stop timer in the text area provided for the same.

    6. Click Add.

    The status of the request will be changed to On hold and the reason gets appended to the request history.

     

    Start Timer

     

    To restart the request timer,

    1. In the request details page, click Start Timer link under Actions combo box. A pop-up window opens requesting you for the reason for starting the timer.

    2. Enter the relevant reason to stop timer in the text area provided for the same.

    3. Click Add.

    The status of the request will be changed to Open and the reason gets appended to the request history.

     

    Note: You can stop and start timer for requests that are not overdue.

     

     

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