Neha, "Stop the clock" term used when you defined your SLA's and OLA's. Within the 'Measurement Criteria' for the SLA you can define when the clock should stop 'Stop When' and within the 'Exclude' field you can define what you want to be excluded. Some people call this "Stop the Clock". For example you can set 'Excluded' to 'Status'= "Pending". This means the SLA Clock has stopped when the ticket is in status Pending. You can make it more complex and include the status reason within your statement.
From the Incident itself there are no button or function to stop "Stop the clock". It is defined by the SLA that will attached the ticket. ~ Terje -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Neha Khandelwal Sent: Tuesday, December 10, 2013 6:06 AM To: arslist@ARSLIST.ORG Subject: Stop Clock on Incident Hi List, Can you please assist me again on below issue? Is there any process or mechanism on Incident, to stop the clock and reactivate it again? My purpose is to move the Incident into special Status Reason value. Till the time Incident is in that Status Reason, clock should be stopped for Incident, means this particular time should not get calculated in Incident open or working time? Has anyone worked on this secanrio, then can please assist me? Regards Neha Khandelwal _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
