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When the support rep is unable to continue work on a particular request and close it, for reasons, such as lack of necessary information, or waiting for delivery of hardware to fix the issue, he/she can move the request to on hold status. If this is not done, then the request will remain in open state idle. This will lead to violation in 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 techinician(s) handling the request. To avoid all these, move a request in the open state to on hold till the time you are ready to resume work on the same. For more information on the On Hold status refer to the Editing a Request topic.
Alternatively, you can stop the timer when you are not working on the request.
To stop the request timer
The reason gets appended to the request history.
To restart the request timer
The reason gets appended to the request history.
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Note: You can stop and start timer for requests that are not overdue and have a Due By Time. |
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