Incident pending until....

[Dimitri Destin]

Hi All,

The customer ask me to implement a state "pending until"  + date field on the incident table and SLA in pause with this state

He need this because some request done via incident are not really an incident. Example : install a class room with computer, provide a new laptop to a new employee on a specific date, etc

In my opinion, these requests are not incident but a Service request.

The problem is that we  cannot anticipate users' requests and provide as many record producers as they require.

Users may also not fill out the service request form and will still create an incident.

I would like to hear your thoughts on this and how you did it in your organization?

Thanks!

[Mark Manders]

To go short: just because it's asked, doesn't mean it's the best solution. So you are absolutely correct to question this. The customer should be asked why people are creating an incident instead of using the correct way to create a ticket. 

Why not just create a Universal request (or generic request) so you don't have to use this solution. In fact: the servicedesk should be instructed to close these incidents with the remark that the end user should use request xxx from the portal (if you accept everything, your users aren't going to learn). You can also create a 'Get Help' request, with the remarks that if a user doesn't know the correct form (or doesn't want to search for it), this request will be picked up when there is time (so no SLA attached). Indeed: you can't anticipate on all questions, but you can make sure that an incident is an incident (just put it on the form and make clear that creating an incident that isn't an incident will be closed, because it's a completely different proces. 

But putting INC SLA on hold because something is a request is weird. You should cancel the SLA by closing the incident with reason of it being a request. 

That being said: it can easily be done by just creating a date field (did this in the past when incidents were to be put on hold because of vacation by the caller or something like that). It's easy to check on those tickets then. But you know... be the guide. Don't do something because the customer asks for it. End users need to be taught the way of working as well.

[Appli]

Hi, our Service Desk cancels such incidents (that are not really incidents) guiding users on next steps. For example raising service request in Service Catalog, triggering a new HR case or approaching Workplace over email.

Hope it helps