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Question

Pausing due dates

  • 10 June 2024
  • 1 reply
  • 34 views

First of all, apologies for the number of questions I’m posting to the forums lately. I’ve just been appointed the Service Desk Supervisor at our organisation and I’m wanting to make as much use of our SysAid software as possible.

Can it accommodate the pausing or recalculating of the Due Date based on the ticket’s status? For example, if a ticket is updated with a status of ‘sent to supplier’, it no longer falls within our SLA’s but the supplier’s. It would also need to pause or recalculate if the status is changed to ‘on hold’ or ‘contacted user - awaiting response’.

Many thanks,

Mel S.

1 reply

SysAid Copilot
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Userlevel 1
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Hi there,

SysAid Copilot is here with our AI Magic!
Here is the response we thought might assist you:

**AI magic at your service!**

To accommodate the pausing or recalculating of the Due Date based on the ticket’s status in SysAid, you can follow these steps:

**1. Log in to SysAid as an Administrator**
- Start by logging into your SysAid Administrator account.

**2. Access the Service Desk Module**
- Navigate to the Service Desk module from the main menu.

**3. Go to Settings > Customize > Lists**
- From here, select 'status' from the List drop-down menu to manage the statuses.

**4. Create or Modify a Status**
- You can create a new status or modify an existing one. For example, create statuses like 'Sent to Supplier', 'On Hold', or 'Contacted User - Awaiting Response'.

**5. Configure SLA or Measurement**
- Go to the SLA/SLM section within the Service Desk module. Here, you can create or modify SLAs and measurements to pause the SLA time when the ticket is in the specific status you've created or modified.

**6. Save Your Configurations**
- After setting up your status and adjusting the SLA or measurement settings accordingly, make sure to save your configurations.

**7. Monitor and Test**
- It's important to monitor the behavior of the SLA after making these changes and test with a few tickets to ensure that the SLA is pausing as expected when the ticket status changes.

If you encounter any difficulties or need further assistance, please open a Service Record by clicking the 'Create a Service Record' link located on the chat page.

By carefully configuring and understanding the impact of ticket statuses on SLA and due date timers, you can ensure more accurate and fair service level tracking and compliance within your organization.

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