Start / Stop Request Timer

In certain scenarios, technicians may be unable to close a request due to lack of necessary information or awaiting a certain response from the requester to continue work on the request. In such circumstances, the request remains in the open state, eventually leading to the violation of SLA that governs the request. Also, the time taken to close the request reflects the efficiency of the technician handling the request.

With the Start/Stop Timer option, you can move the request status to On Hold until you are ready to resume work on the same.

NOTE

When requests are sent for approval to the concerned authority, the helpdesk team may not be held responsible for the delay in approval process. In order to minimize the SLA violations by the helpdesk team, you can stop the timer automatically for requests with status as ‘pending approval’ using the option available in Self Service Portal Settings.
The Start/Stop Request Timer will work only during the operational hours configured for the organization.

The Start/Stop Timer is available under the Actions drop-down menu in the Request details page. To access the option,

Click the Requests tab in the header pane.
Click the Subject link of the request in the Requests list page. The Request details page is displayed.

Stop Timer

To stop timer for a request,

Click Actions drop-down menu and select Stop Timer option. A pop-up window opens, requesting the reason for stopping the timer.
Enter the relevant reason to stop timer in the text area provided for the same.
Click Add button. The status of the request is changed to On Hold and the reason gets appended to the request history.

Start Timer

To restart timer for the request,

Click Actions drop-down menu and select Start Timer option. A pop-up window opens, requesting the reason for starting the timer.
Enter the relevant reason to stop timer in the text area provided for the same.
Click Add button. The status of the request is changed to Open and the reason gets appended to the request history.