We did something similar. We added a review date field to the incident form. If status is set to pending, a review date is required. An escalation flips the incident back to assigned on the review date.
On Fri, Aug 24, 2012 at 9:15 AM, Goodall, Andrew C <ago...@jcp.com> 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**** > > ago...@jcpenney.com**** > > ** ** > > *jcpenney* > > 6501 Legacy Drive**** > > Plano, TX 75024**** > > jcp.com**** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@arslist.org] *On Behalf Of *Jiri Pospisil > *Sent:* Friday, August 24, 2012 4:25 AM > *To:* arslist@arslist.org > *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"_ -- Rebecca Boyd Application Administrator Wake Forest University _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
