Hello Neha,
Is this related with SLA then Terja is correct.
To achieve this I believe you have to do the customization and capture the
status reason changes along with time in some custom form and the difference
between those times you consider as Stop clock.
Warm Regards,
Pankaj Salpekar
Sr. Software Engineer, Vyom Labs Pvt. Ltd.
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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Tuesday, December 10, 2013 4:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Stop Clock on Incident
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
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