CA Service Management

Hi,

I am using Service desk 17.1  and CABI 4.3 SP5. I configured SLA to incidents. If i change status from open to Hold or Awaiting End User Response/Awaiting vendor timer has to be off. when i change status from hold to in progress timer has to start.Is it possible??

I want to get report with Resolution time calculation excluding hold time/awaiting vendor time in boxi. Please suggest me in this regard..

Thanks

Latha

Hi Latha,

May be you try this, create a status "AtVendor", this status stop the SLA. 

Chris

Hi ,

when iam using status like hold, Awaiting End User Response/Awaiting vendor SLA  is not violating , but when i getting report by using CABI resolution  gets total time.

for example, My SLA for priority 1 is 60 min. If i can change status from open to hold at 10th min SLA was delayed. Then i changed status from hold to resolved after 4 hours. SLA was not violated but in reports resolution time gets 4 hours 10 min. This is not acceptable by my audit team.So i want to take report for resolution time by excluding hold status time. is it possible to get the same. 

Thnks

Latha.