We implemented an escalation to take the incident out of pending after xx hours and require user to enter a worklog note to put back into pending.
Regards, Andrew C. Goodall Software Engineer Development Services [email protected] jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Jiri Pospisil Sent: Friday, August 24, 2012 4:25 AM To: [email protected] Subject: Monitoring use of Pending status on Incidents ** 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 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"_ <font face="monospace"size="-3"><br>The information transmitted is intended only for the person or entity to which it is addressed and <br>may contain confidential and/or privileged material. If the reader of this message is not the intended<br>recipient, you are hereby notified that your access is unauthorized, and any review, dissemination,<br>distribution or copying of this message including any attachments is strictly prohibited. If you are not<br>the intended recipient, please contact the sender and delete the material from any computer.<br> _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
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