Use of On Hold for SLA calculations
The estimated SLA completion date/time can be configured to be extended if a work request is placed On Hold.
Estimated SLA response date/time is not impacted by this configuration since the response time is typically set at the very first interaction with a request, which includes changing the status to On Hold.
Once configured, this feature only applies to work requests that have be placed On Hold before the SLA Estimated Completion Date. If the SLA Estimated Completion Date has already passed, then the request is overdue and placing it On Hold has no effect.
To turn this feature on:
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Open the Administration Menu page.
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Under the LOGBOOK ADMIN heading, click Configuration Options.
- Scroll down to the SLA Settings pane.
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In the Calc SLA Using On Hold field, select a value.
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No – When set to No, the estimated SLA Completion will not change based on placing a request On Hold. This is the default and most common setting since many organizations are contractually obligated to reach certain SLA Completion times regardless of circumstances.
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Yes – When set to Yes, the system will increase the SLA Completion value by the duration of overlapping working time while the request is On Hold. This can be used to accommodate extenuating circumstances such as waiting for parts.
Note:If this value is set to Yes at the installation level, it is also necessary to set the same flag to Yes for appropriate origination codes. By setting a specific origination code to have a value of No, you can effectively exclude a group of work requests from having the estimated SLA Completion extended due to an on hold status.
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Examples Using On Hold
Depending on the configuration within your system, some SLA completion times can be extended when requests are put in a status where the flag is equal to On Hold. The extended duration of the SLA complete date is equal to the duration of time the request was put in a status that has a flag of On Hold where that duration overlapped existing service hours of the property or values set within the priority list (for example, Priorities can override the service hours and include weekends). On hold time outside of service hours for that request is not included in the extension of On Hold times.
Below are several examples of how On Hold can be used to push out completion times. If a request is already past it's estimated SLA completion date, the on hold settings will not have an impact on pushing out the estimated SLA complete date/time.
On Hold Example 1: NULL Service Hours
