IMHO, this is restrictive to the users. Imagine the case, the user is assigned to an incident that needs in-place support. But the customer requires us not to go until the next week. So, you are forcing the user to periodically add notes and change the status.And if he forgets one time... he can break the agreement.
Also, restricting the use of the pending status is not a good choice, since it adds an extra bureocratic action. Incident management must be quick and not loosing time in useless procedures only placed to assure that the SLA measurement is not abused. IMHO, try to avoid the abuse by other means, like a periodic review (as Tauf recommended) with big penalties if such an abuse is detected. At the end, no matter the method you use, it can be always be abused, or the measure will be so much restrictive. For instance, In one organization, they forbidden the use of pending. Then users started to assign other support groups just to avoid the hot-potato. When this was also restricted, then users marked as resolved incidents that aren't resolved, just to stop the clock. And also I've seen creating dummy incidents just to solve them and increase the accomplished %. Or closing the incident and reopening a new one... there are a lot of tricks. Regards, Jose Manuel Huerta http://theremedyforit.com/ On Fri, Aug 24, 2012 at 3:15 PM, Goodall, Andrew C <[email protected]> wrote: > ** > > 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**** > > *[image: LCH Clearnet logo NEW AUG 2008 small.jpg]***** > > [image: risk_e-mail]**** > > ** ** > > ** ** > > ** ** > > ** ** > > **** > > 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"_ **** > > The information transmitted is intended only for the person or entity to > which it is addressed and > may contain confidential and/or privileged material. If the reader of this > message is not the intended > recipient, you are hereby notified that your access is unauthorized, and > any review, dissemination, > distribution or copying of this message including any attachments is > strictly prohibited. If you are not > the intended recipient, please contact the sender and delete the material > from any computer. > _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"
