On Hold SLA Best Practices

[RimaC]

Looking for some suggestions or guidance on timelines for On Hold ticket status. Any examples or ideas for different types of On Hold reasons you can share? Thanks in advance!

[Dr Atul G- LNG]

Hi @RimaC 

OOTB SN provide 4 on hold reason on incident

- Awaiting Caller

- Awaiting Change

- Awaiting Vendor

- Awaiting problem

If you want you create more but my experience say these 3 are sufficient to use

[Robbie · Accepted solution]

Hi @RimaC,

Adding on to what @Dr Atul G- LNG has provided re potential 'On Hold reasons', I would say the duration (as well as the reasons) depend on the process you're referring or applying this to.

For example, working on internal Incidents vs external Customer Service cases would differ.

Using CSM (Customer Service Management) cases as a good example to help your thought process, similar to ServiceNow's own support process, I have implemented something for a customer whereby once the Case is placed On Hold, and it's 'Awaiting response from customer', this in turn triggers a workflow.

At 3, 6, and 9 day intervals an email is sent to the customer advising the customer that we're waiting for a response.... if no response is received after the end of 9 days (So 10 days from the time the ticket was placed on hold), the ticket is then moved to the Resolved state. 

This means the SLA stops, and then using standard out of box process, the customer is advised due to no action their case is placed into Auto Resolved for which they have a further 7 days to respond. If by the end of that period, the ticket is closed.

During any time from initially being placed on hold or Resolved, if the customer responds either via email or on the ticket/via portal etc, the ticket will go back into 'In Progress'

Does that help?

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Thanks, Robbie

[RimaC]

Thank you Robbie, that is helpful insight on how to handle On Hold timelines, and auto-Resolve.

[Robbie]

No worries at all @RimaC - glad to help.

Robbie