How to calculate On Hold time?

[LohithChowdary1]

Hi,

I need to calculate the On Hold time waiting Vendor and Waiting user inputs for the requested item and I need to populate these values on RITM form on custom fields after closing the request. How can I achieve it?

[Dr Atul G- LNG]

Hi @LohithChowdary1 

Better to create 2 OLA and run 

one on Waiting vendor

one on waiting caller 

and you can see the onhold time field OOTB.

[LohithChowdary1]

Hi @Dr Atul G- LNG 

Can I know what is OLA and can you explain me a bit more please.

[shyamkumar VK]

@LohithChowdary1 ,

an OLA represents the relationship between an IT Service Provider and another part of the IT organization , In this case we can Say Vendor 

[Dr Atul G- LNG]

Hi @LohithChowdary1 

OLA is used for internal purpose in industry. Like 

SLA is over all time to resolve the issue

but OLA , time allocated to each team internally to provide update.

https://youtu.be/l-Tb-rJVru4

You cam use OLA for your purpose.