Request Incident Exceptions Best Practice Question

[DEWeinfu]

Can anyone confirm for me if this is a sound approach - Restrict SLA exception requests only when an incident is in resolve status? I believe with an open approval task; the incident will not move to close until after the exception approval task is complete.  

[Sanjay191]

Hi @DEWeinfu 

Yes, this is a sound approach.

An Incident will not be able to move to Closed while there is an open approval task related to the SLA exception. The approval workflow keeps the process in a pending state until the approver completes the task (approved or rejected).

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[Sanjay191]

Hi @DEWeinfu 
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[Sarthak Kashyap]

Hi @DEWeinfu ,

I think your approach is correct, Restricting SLA exception requests only when an Incident is in Resolve state is a sound and commonly used approach

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak