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Status Not under consideration
Workspace IBM MAS - Maximo IT
Created by Guest
Created on Jun 24, 2016

RELATED IDEAS

Allow SLA HOLD to calculate Accumulated Hold Time across Calendar types

SLAHOLD only calculates the hold time based on the calendar the record is using when the ticket is removed from hold. The fields used for this calculation appear to be Accumulated Hold time (AHT) + Target Finish to get Target Finish adjusted for hold (TFAfH). The Accumulated Hold time utilizes the calendar you're on when the record is removed from hold. The SLAHOLD time is accurate if you are able to change the priority/calendar prior to removing the hold from the ticket. However, if the hold is removed first and then the priority/calendar changed, you get an inaccurate Target Finish Adjusted for Hold (TFAfH). Just like the Target Finish date recalculates each time the priority is changed the Target Finish Date Adjusted for Hold (and Accumulated Hold Time) should be recalculated, The hold time should instead calculate using something like Time Spent (in View History, this value is in calendar hours) + Target Finish to get an Adjusted Target Finish Date. This would allow for tickets being placed on hold several times and would recalculate every time a record is removed from hold. Or create an action (like Calculate SLA) that recalculates the Hold fields (Accumulated Hold Time and Target Finish Adjusted for Hold.)

Idea priority High
  • Post comment
  • Admin
    MELODY Bienfang
    Reply
    |     Jan 13, 2022

    Thank you for the idea for IBM Control Desk. At this time IBM development will not be implementing this idea. We will close this idea for now and should it become a priority for many customers, we will revisit it again.

    Feel free to reach out to IBM at https://ibm-ai-apps.ideas.ibm.com/ with all great ideas.

  • Guest
    Reply
    |     Apr 12, 2019

    Due to processing by IBM, this request was reassigned to have the following updated attributes:
    Brand - Cloud
    Product family - Workload Automation and Control Desk
    Product - IBM Control Desk

    For recording keeping, the previous attributes were:
    Brand - WebSphere
    Product family - ITSM Automation and Control Desk
    Product - IBM Control Desk

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