Incident & Request fulfilment

[Imran Shad]

We have a use case where a ticket (incident or service request) is pending on the business side either for approvals, validation, etc. As of today, these users are part of the same group along with IT. The challenge we are facing is that many of such tickets cannot be processed as they are pending from business side for either approvals or validations. (These are mainly applications tickets). As a result of this, the IT is getting the hit on SLA and users are of the view that IT is not able to handle tickets properly.

My question is if there is a way we can segregate business and IT groups so we can easily show that such tickets are dependent on the business side before it could be processed. Appreciate if someone can share any process around this.

[EricDohr]

To confirm, it is not that the state is pending, it is that the assignment group has changed?  Do you have some type of standard naming convention to differentiate between Business and IT?  Or a field on the Group table to indicate group classification?  

Assumption is that you are also using Task SLA to show if deliverables are missed or met.  Could you create specific SLAs for IT that pause when group conditions are met?

[Imran Shad]

Thanks for the reply. Yes, its going to be the assignment group that we will be creating for the business users to differentiate between IT & business. We will look to configure the SLA's as well to ensure that IT doesn't get hit as they are currently due to this factor. Since I haven't seen or heard such a thing for incident/SR's I was trying to understand if other companies have had to face such problems and if this is a viable solution.

Appreciate your help!