Implementing a Pending and On-hold Timer Solution (Using a Secondary Timer)

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The purpose of this article is to describe the solution using a Secondary event timer to monitor and review progress against a ticket whilst all other event timers have been paused or stopped when the ticket is placed into a state of Pending or On-hold.

The initial steps provide an overview of solution in operation within the SLA Assistant, the SLA-M Dashboard and SLA warning and violation notifications if a review isn't completed within specified deadlines.

The later steps describe the setup and configuration settings and additional components necessary to implement the solution.

A Review Timer Displays in SLA Assistant

A Review Timer Displays in SLA Assistant

Pending and On-hold Tickets are Introduced to the SLA-M Dashbaord

Pending and On-hold Tickets are Introduced to the SLA-M Dashbaord

Apply Model Updates

Apply Model Updates

Prevent Pausing of the Review Timer and Configure Notifications

Prevent Pausing of the Review Timer and Configure Notifications

Configure the Review SLA Plan Specifications

Configure the Review SLA Plan Specifications

Enable Pending & On-hold Tickets in the SLA-M Dashboard

Enable Pending & On-hold Tickets in the SLA-M Dashboard

SLA3 Triggers will be Generated

SLA3 Triggers will be Generated

SLA3 Ticket Fields will be Generated

SLA3 Ticket Fields will be Generated

Additional Triggers will be Introduced

Additional Triggers will be Introduced

A Macro and Trigger to Restart the Timer

A Macro and Trigger to Restart the Timer

Implementing a Pending and On-hold Timer Solution (Using a Secondary Timer)

Sub Banner

Implementing a Pending and On-hold Timer Solution (Using a Secondary Timer)

The purpose of this article is to describe the solution using a Secondary event timer to monitor and review progress against a ticket whilst all other event timers have been paused or stopped when the ticket is placed into a state of Pending or On-hold.

The initial steps provide an overview of solution in operation within the SLA Assistant, the SLA-M Dashboard and SLA warning and violation notifications if a review isn't completed within specified deadlines.

The later steps describe the setup and configuration settings and additional components necessary to implement the solution.

A Review Timer Displays in SLA Assistant

A Review Timer Displays in SLA Assistant

Pending and On-hold Tickets are Introduced to the SLA-M Dashbaord

Pending and On-hold Tickets are Introduced to the SLA-M Dashbaord

Apply Model Updates

Apply Model Updates

Prevent Pausing of the Review Timer and Configure Notifications

Prevent Pausing of the Review Timer and Configure Notifications

Configure the Review SLA Plan Specifications

Configure the Review SLA Plan Specifications

Enable Pending & On-hold Tickets in the SLA-M Dashboard

Enable Pending & On-hold Tickets in the SLA-M Dashboard

SLA3 Triggers will be Generated

SLA3 Triggers will be Generated

SLA3 Ticket Fields will be Generated

SLA3 Ticket Fields will be Generated

Additional Triggers will be Introduced

Additional Triggers will be Introduced

A Macro and Trigger to Restart the Timer

A Macro and Trigger to Restart the Timer

Implementing a Pending and On-hold Timer Solution (Using a Secondary Timer)

Sub Banner

The purpose of this article is to describe the solution using a Secondary event timer to monitor and review progress against a ticket whilst all other event timers have been paused or stopped when the ticket is placed into a state of Pending or On-hold.

The initial steps provide an overview of solution in operation within the SLA Assistant, the SLA-M Dashboard and SLA warning and violation notifications if a review isn't completed within specified deadlines.

The later steps describe the setup and configuration settings and additional components necessary to implement the solution.

A Review Timer Displays in SLA Assistant

A Review Timer Displays in SLA Assistant

Pending and On-hold Tickets are Introduced to the SLA-M Dashbaord

Pending and On-hold Tickets are Introduced to the SLA-M Dashbaord

Apply Model Updates

Apply Model Updates

Prevent Pausing of the Review Timer and Configure Notifications

Prevent Pausing of the Review Timer and Configure Notifications

Configure the Review SLA Plan Specifications

Configure the Review SLA Plan Specifications

Enable Pending & On-hold Tickets in the SLA-M Dashboard

Enable Pending & On-hold Tickets in the SLA-M Dashboard

SLA3 Triggers will be Generated

SLA3 Triggers will be Generated

SLA3 Ticket Fields will be Generated

SLA3 Ticket Fields will be Generated

Additional Triggers will be Introduced

Additional Triggers will be Introduced

A Macro and Trigger to Restart the Timer

A Macro and Trigger to Restart the Timer

Implementing a Pending and On-hold Timer Solution (Using a Secondary Timer)

Sub Banner

Implementing a Pending and On-hold Timer Solution (Using a Secondary Timer)

The purpose of this article is to describe the solution using a Secondary event timer to monitor and review progress against a ticket whilst all other event timers have been paused or stopped when the ticket is placed into a state of Pending or On-hold.

The initial steps provide an overview of solution in operation within the SLA Assistant, the SLA-M Dashboard and SLA warning and violation notifications if a review isn't completed within specified deadlines.

The later steps describe the setup and configuration settings and additional components necessary to implement the solution.

A Review Timer Displays in SLA Assistant

A Review Timer Displays in SLA Assistant

Pending and On-hold Tickets are Introduced to the SLA-M Dashbaord

Pending and On-hold Tickets are Introduced to the SLA-M Dashbaord

Apply Model Updates

Apply Model Updates

Prevent Pausing of the Review Timer and Configure Notifications

Prevent Pausing of the Review Timer and Configure Notifications

Configure the Review SLA Plan Specifications

Configure the Review SLA Plan Specifications

Enable Pending & On-hold Tickets in the SLA-M Dashboard

Enable Pending & On-hold Tickets in the SLA-M Dashboard

SLA3 Triggers will be Generated

SLA3 Triggers will be Generated

SLA3 Ticket Fields will be Generated

SLA3 Ticket Fields will be Generated

Additional Triggers will be Introduced

Additional Triggers will be Introduced

A Macro and Trigger to Restart the Timer

A Macro and Trigger to Restart the Timer