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putting a Service Call on hold in Service Desk

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tomer yakir
Super Contributor.

putting a Service Call on hold in Service Desk

Hi!

I'd like to know if there's a possibility to set a Service Call to be on hold, so that the total duration will not include the "on hold" time.

Thanks,
Tomer.
5 REPLIES
George M. Meneg
Acclaimed Contributor.
Solution

Re: putting a Service Call on hold in Service Desk

Hello Tomer,

I don't think that you can do this thing. What you can do, on the other hand, is to use a custom field of duration type (there are two available for service call) and using a rule, substract it from duration.

But to create this rule you must use a trick:

On the update data of the db/ui rule use a field of number type and not of duration type.

This way you can use substract. Do the formula but before pressing "Add To List" either type or select from the field menu a duration type field. Press add to list and you got what you want :)

Now for the "paused duration" you can either have operators to set it, or use a custom date field named "pause date". When a custom boolean is set to true you can set "pause date" to current date. When set the custom field to false, you can set "pause duration" to substract pause date from current date.

But do that only if you plan to "pause" service call one time. If you plan to pause service call service call, you should use the second duration field.

The first time "paused duration"="current date" - "pause date"
there you set "copy of paused duration" to "paused duration"

each time you set a pause you will set

"paused duration" = "current date" - "pause date"

and then using the trick I described above

"pause duration" = "pause duration" + "copy of paused duration"

Hope that helps
menes fhtagn
Michael Lutfi
Outstanding Contributor.

Re: putting a Service Call on hold in Service Desk

George how do you deal with the issue of factoing the support hours to comply with your calcualtions???
George M. Meneg
Acclaimed Contributor.

Re: putting a Service Call on hold in Service Desk

Michael,

By using Planned Time. Planned time calculations can use either service level for incidents and service calls either assignment;to workgroup for all items (because if the support is 24x7 actual duration is accurate)

So, copy registration;created to Planned start, when status = closed, copy registration;modified to planned finish and you gonna get Planned duration taking in account service level or workgroup opening hours.

Substract pause time from planned duration and you got what you want.
menes fhtagn
Alexander Anfal
Contributor.

Re: putting a Service Call on hold in Service Desk

Hi Tomer!

may be you'll try to play with next:

1.go to Admin console, data, codes, SC, SC Status.
2. make a new SC status "on hold", and select "Not Accounable" State for them.
George M. Meneg
Acclaimed Contributor.

Re: putting a Service Call on hold in Service Desk

Actualy, the status;state doesn't pause time. It's merely an indicator that for the item having this status something is expected either from customer or from an external organization.

However, if a customer has a problem and to solve it you assign it to an external organization you are still accountable to the eyes of the customer unless special agreement exists on the contract for situations like this. Since "NOT ACCOUNTABLE" is used both for indicating that something is expected from the caller or an external person, it seems that the time is not paused.

At least that I understood after reading the help file.
menes fhtagn