How to track in a field on incident form how much time passed for this incident in awaiting vendor

[Vinitar]

Hi Team,

I have requirement, where if I move a ticket in awaiting vendor .Need to visible a field for agents to track how much time passed for  incident in awaiting vendor ,if 24 hour passed in this state need to send notification and change the state to active. If again agent move it to awaiting vendor from active again f 24 hour passed in this state need to send notification and change the state to active.

From workflow I am able to achieve if 24 Hour Passed send Notification and change the state ,However not getting any solution on the field to track how much time passed for this incident in awaiting vendor 

[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. 

To have this on the form you would need to create two new fields: the field for date/time of on hold and the field to calculate it (based on an onLoad client script). It's not a timer, it won't run down, so why not just put the task_sla breach time field on the form, so they see when it is going to breach and through a flow you set it to active. 

Just know that from a Service Management perspective this requirement doesn't make any sense.