Clarification about On-Hold reasons in Incident

[vinodkumar2010]

Hi when put an Incident On-Hold reason is Awaiting caller then the SLA clock is stopped. But when the On-hold reasons are Awaiting, Problem, Change or Vendor the SLA is in Progress only. So my doubt is the reasons are Awaiting, Problem, Change or Vendor also the SLA will breach the clock. But why these stages the SLA still running? Any one please help me on this with clarification.

[James Chun · Accepted solution]

Sorry, I am not sure if I understood the question. Are you saying why SLA does not pause when the on-hold reason is either Awaiting Problem or Awaiting Change?

As I said before, the customer should not be held responsible for those events that are outside of their control.

Going back to the previous example, even if the delivery car breaks down, your expectation as a customer is that it should be delivered within the agreed time. (Unless specified in the agreement).

[James Chun]

Hi @vinodkumar2010,

Are you asking why the SLA on the Incident is paused only when the on-hold reason is Awaiting Caller?

SLA is an agreement between the service provider and the customer (caller in this case).

The customers' expectation is that the requested service will be provided by agreed timeframe and they shouldn't care nor be held responsible for events that are outside of their control.

Additionally, they have an agreement between the service provider, not the vendor or anyone else that is involved in providing the service.

Let's put this in a real-life example.

Say you order an item and the seller agrees to get it delivered within 3 days.

The seller uses a courier company to get it delivered to you but they fail to do so within the agreed 3 days.

If this happens, would you be complaining to the courier company or the seller?

Since you have the agreement with the seller, it's the seller's responsibility to get it delivered within the agreed timeframe.

However, let's say your payment didn't go through and the seller had to wait until the payment was cleared.

Then you would expect some delay in the delivery as the delay has happened because of you.

Hope that makes sense, cheers

[vinodkumar2010]

Can you explain why the SLA keep in progress when kept incident On-Hold reason as Awaiting Problem and awaiting change. So my question is when put On-hold the SLA should be paused.otherwise the agreement times will breached right?

[James Chun · Accepted solution]

Sorry, I am not sure if I understood the question. Are you saying why SLA does not pause when the on-hold reason is either Awaiting Problem or Awaiting Change?

As I said before, the customer should not be held responsible for those events that are outside of their control.

Going back to the previous example, even if the delivery car breaks down, your expectation as a customer is that it should be delivered within the agreed time. (Unless specified in the agreement).

[swathisarang98 · Accepted solution]

Hi @vinodkumar2010 ,

OOTB box few sla definition are available for incident and in that pause conditions are given as when on hold reason is awaiting caller , so that means the project team is waiting for end user or client reply/input but awaiting change, awaiting problem these are all project teams internal matter which may or may not concern end user/client hence OOTB box pause condition is set only for awaiting caller but depending on your organisation or business request you can change it also.

Service level management-> Sla->SLA definition

Search with table Incident and select  the sla which you want to modify and save it.

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang