Preventing misuse of suspension feature

[Karunesh Bhalla]

How can we put in a feature where we can ensure service desk / resolver teams are not using the suspend field for no genuine reason (no dependency on customer to resolve the issue) and we can track the usage of the same. 

[Dr Atul G- LNG]

Hi @Karunesh Bhalla 

There is no direct way to do this; it’s all about data analysis. In this case, get the data from the last 3-4 months and analyze in which cases "suspended" has been used. Then, identify patterns and trends, which can help you set up some validation rules. However, until you have the data points, there’s not much that can be done.

[Karunesh Bhalla]

Can we not have an extra validation added when the service desk users select suspending tickets with some prefilled template responses so that we can make them accountable for genuine usage ?

[Dr Atul G- LNG]

Hi @Karunesh Bhalla 

Yes, we can try this, but the issue is that each template is different based on the services, so it’s a bit tough. Additionally, in the UI action, we need to pass the required identifier to pick up the task, which will require more customization. The only solution is education and training for users."