05/23/2012 3602 views




We are using KACE for our help desk management and one common issue we are facing is that we are not able to calculate the SLA accurately.


We have created different statuses in work flow as follows:


Waiting for user




Ready for qa








Now the issue is when we change the status to “Waiting for user”, the SLA time does not stop instead it still keeps on counting the time.


What we would like to do is that once the developer has worked on a task and changes the status to waiting for user, then while it is in “Waiting for user ” status it shouldn’t count towards SLA and should exclude it as this is the time the developer is waiting for user input. Once it is changed back to “Assigned” status it should resume and start counting towards SLA.


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The KBOX has two clock, from the ticket is opened to when it is closed and the escalation clock based on they status of the ticket (opened) and Priority. 


Based on the status, the clock will keep running until the status is changed. Once changed it will either start clock at "0" for that new change or if it was at a previous status before the clock resumes.




ticket comes in and it is "Assigned". Clock runs for 5 minutes and the tech calls the user. Changes status to "waiting for user" clock starts. 10 minutes go by and the status is now back to "assigned". They KBOX will pick up from the 5 minute mark and keep going from that point on until the status is changed again to a new one or back to "waiting for user", which it will pick up at the 10 minute mark. 

This may require some custom SQL to be written to do some math  but can be done. Worked hours tracking can also be used to keep track of how long the task was worked on along with how long the ticket is open.



Answered 05/23/2012 by: nshah
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