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Adding new status which stops SLA clock

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Justin Trant
Super Contributor.

Adding new status which stops SLA clock

Hi,

We currently have the following Service Call statuses implemented:

New
In Progress
Pending
Request Info
Resolved
Closed

At present, the Closed status sets Actual Finish and stops the timers. What we would like to do is to change the Resolved status so that it performs the same functions as the 'Closed' status at present. The Closed status would then become a 'holding' status as such, with no special functions at all.

I have tried setting both Resolved and Closed to 'Closed' under Service Call statuses, to no avail. The clock is still running in the Resolved status and "Due in x days" still appears at the top of the Service Call window.

Can anyone offer some suggestions here?

Thanks,
Justin.
6 REPLIES
Mark O'Loughlin
Acclaimed Contributor.
Solution

Re: Adding new status which stops SLA clock

Hi,

change the rule to be When status=Resolved set actual finish

Also have another rule set another date field as follows
When Status=Closed set "new date field" to current date.

The new date field could be called "Closed Date". This allows you to seperate out the times into
1) Start and finish of the call (to resolution)
2) Overall time of the call (resolution time + any additiona; time needed before the call could be closed.
Justin Trant
Super Contributor.

Re: Adding new status which stops SLA clock

Thanks Mark, I will try this in our test environment.

Will this resolve the issue of the "Due in x days" text appearing at the top of the call, i.e. does this disappear when Actual Finish is set? Also, should I set both statuses to "Closed" in Service Call Statuses?

Thanks again,
Justin.
Mark O'Loughlin
Acclaimed Contributor.

Re: Adding new status which stops SLA clock

Hi Justin,

yes and yes.
Justin Trant
Super Contributor.

Re: Adding new status which stops SLA clock

Hi Mark,

I have modified the database rules as advised, and the Actual Finish field is updating as normal. However, the "Due in x days" title bar remains. It does disappear when I select 'Closed' status. Am I doing something wrong?

Just to check:

DB rule:
When Service Call is modified where Status (*) is Resolved, Set Actual Finish to System Date (Update data). Actual Finish set to (Current Date)

Service Call status:
New - Accountable
In Progress - Active
Pending - Not accountable
Request Info - Not accountable
Resolved - Closed
Closed - Closed

Thanks for the help,
Justin.

Justin.
Mark O'Loughlin
Acclaimed Contributor.

Re: Adding new status which stops SLA clock

Make it a UI rule to set the actual finish to todays date.. The DB rule will require the call to be closed and reopened before the "due in" will not be seen.
Justin Trant
Super Contributor.

Re: Adding new status which stops SLA clock

Thanks Mark, that worked great. Points assigned.