On hold reasons

keerthana10 · ‎02-12-2025

how to configure this scenario ,

What-Review the current on hold reason but only have awaiting caller state to stop the SLA clock

Why-to provide accurate SLA stats. awaiting caller should be the only state to stop the clock. the colleague doesn't care if It are waiting for an internal process such as change, problem or a 3rd party.

thanks,

Dr Atul G- LNG · ‎02-12-2025

Hi @keerthana10

Please accept the answers and close the thread.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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View solution in original post

Dr Atul G- LNG · ‎02-12-2025

Hi @keerthana10

Please accept the answers and close the thread.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************