Can i add an option (On Hold) in the service task state model and pause SLA on/off on task state is set to ON HOLD

[vass2]

Hi Friends,

 We have a requirement that tasks in the Service requests should have a ON HOLD status . When the Help Desk kept this in ON HOLD it should pause the SLA and should resume once the state is comes out of ON HOLD state.

Can this be achieved? If so kindly let me know the process

Regards,
Srinivas.

[Goutham sai]

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Thanks,

[vass2]

Hi Satish,

The implementation need more design work from the mgmt , so as of now it kept on hold.

Sure I will update this, once i have something come up.

Thanks for your help

Regards,
Srinivas  

[Chuck Tomasi]

From personal experience, I tend to avoid a "Hold" state. They always seem to turn in to a "dumping ground" for things that cannot move forward - and worse yet, nobody ever defines what "NOT on hold" means and how things get out of "on hold". 

After a time you get lots of "on hold" records that nobody is looking at and nobody is accountable for because the SLA is paused.

Be sure - if you choose to do this - that you have clear definitions of what these mean and how to manage them.

[vass2]

Chuck,

Sure we will go with proper design. Thanks for the inputs

Regards,
Srinivas.