Start timer field when the status change to awaiting vendor and Track it under sla

[Vinitar]

Hi Team,

I have a requirement where when a incident move to awaiting vendor , timer  start   and once 23 hour (considering 5 Business Day schedule) one notification trigger to agent that 1 hour left to change the status to active after 24 hour other Notification trigger  trigger and also incident move to active state from awaiting vendor,

Also  we want to track the timer filed for agents under sla so that agent aware How many hour passed for this incident in awaiting vendor .

Need some advice here 

[Mark Manders]

Create an SLA definitions for the vendor assignment if you don't have that yet. There must be agreements with the vendor so they should be in place, but if not: create them. 

For the notifications: create a flow. Trigger is on 'state changes to awaiting vendor'. You put in a wait condition of 23 hours and then a check to see if the ticket is still on awaiting vendor. If so: send notification. Then another wait for an hour and you send the next notification and move your ticket to active.

I do think this is a very weird way of handling vendor tickets. If it's on awaiting vendor, it is waiting for the vendor to do something. If it's not done, the ticket should remain on awaiting vendor and the agent should get in touch with the vendor. It's weird that it should be moved back to active. 

[Vinitar]

Thankyou Mark,

Customer don't want sla definition, use case is  need to create  one field for agents where agent can track how much time passed when ticket is in awaiting vendor , Once 24 hour reaches, I need to send Notification and update the state to active.

Notification I am able to manage by workflow and time activity However I am looking for solution How we can track pending time in the new field

[Mark Manders]

Please close this question and follow up here: https://www.servicenow.com/community/virtual-agent-forum/how-to-track-in-a-field-on-incident-form-ho...