Jiri, >From running an IT org, this should be handled via reporting, department level meetings, etc... The software can only take you so far and it can always be gamed. That's why things like auditing, reviews, reports, an status meetings are important. My opinion is that these organizations should introduce some structured reviews instead of trying to use the tool for it. If you have Analytics or some other reporting tool, you can create a report based on submit date, requested date, reported date and the status.
Sent from my iPhone On Aug 24, 2012, at 5:26 AM, Jiri Pospisil <[email protected]> wrote: ** Hi all, I was wondering if there is anybody who implemented any kind of additional monitoring or functionality around the Pending status on Incident. We are seeing here that it is widely used by users as our SLAs are defined to pause the clock once the status is set to Pending with certain values in Status Reason field. This is obviously required in some cases, i.e. when we are awaiting response from customer, but tickets can sit in that status for weeks. Did anybody implement anything such as limiting access to using Pending status only to managers, requiring manager approval before moving to Pending status, automatically removing from Pending status after certain period of time etc. etc. This is just a sample of what I can think of. Would like to hear other people’s experience/suggestions. Thanks Jiri Pospisil Remedy Specialist, IT Production *<image001.jpg>* <image002.gif> A copy of the LCH.Clearnet e-mail disclaimer can be found at: * www.lchclearnet.com/disclaimer/email* LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, London EC3N 1EA. Recognised as a Clearing House under the Financial Services & Markets Act 2000. Reg in England No.25932. LCH.Clearnet SA, Siège Social, 18 rue du Quatre Septembre, 75002 Paris, Chambre de Compensation conformément au Code Monétaire et Financier. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
