Start/Stop Request Timer

If a support rep is unable to close a request due to lack of necessary information and resources or if the support rep is unable to identify the problem, then the support rep can move the request to On Hold Status.

On moving a request to On Hold status, the timer for the request is put to a halt. So if the due by time is specified for a request, the time interval for which the request is put On Hold is added to the due by time of the request, on starting the request timer. This avoids unnecessary SLA violation which reflects the efficiency of the support team.

Stop Request Timer

To stop the request timer for a request,

1. Click the Request tab in the header pane to open the request list view page.

2. Click the Subject link of the request to be moved to On Hold status.

3. From the request details page, select Actions drop down menu -> Stop Timer option. The Add Reason pop up window opens.

5. Enter the relevant reason for stopping the timer in the given text field.

6. Click Add.

The request is moved to On Hold status. The reason for stopping the timer is appended to the request history.

Start Request Timer

To restart the request timer for a request,

1. From the request details page, select Actions drop down menu -> Start Timer option. The Add Reason for start timer pop up window opens

2. Enter the relevant reason to stop the timer in the given text field.

3. Click Add.

The request is moved to Open Status.  The reason for starting the request timer is appended to the request history.