4me | Stopping the Clock

Tom had already accepted request #704610. Now you are ready to take a look at this request, so click on the Start button in the toolbar to set its status to “In Progress”.

This issue sounds familiar to Tom. But unfortunately, not much detail has been provided in the request. To make sure, Tom decides to ask the requester for more information.

Do this by setting the status of the request to “Waiting for Customer”, specifying that you have spent 5 minutes on it, and entering the following in the Note field:

Could you please let me know whether you are still able to fill out a new expense report? If so, what happens when you click on the Submit button?

Saving the request with the status “Waiting for Customer” causes an email to be sent to the requester, who is then able to provide the requested information.

Questions:

How has this affected the target of the request?

The targets have been set to “Clock Stopped”. The time during which a request is set to the status “Waiting for Customer” is excluded from the actual response duration and actual resolution duration calculations.

What do you think has changed in the affected SLA that is related to the request?

The time at which the clock was stopped is specified at the bottom of the Affected SLA preview.

Was the actual response duration calculated correctly?

In the affected SLA you will see the Started field. This field indicates the start of the actual response duration. The Actual response field specifies the end of the actual response duration, which was the moment you set the status to “In Progress”.

When 4me calculates the actual response duration, it ensures that only the support hours are taken into account. In the service offering that is related to the SLA, the support hours for the impact “Medium – Service Down for One User” are “Monday through Friday, 7:00am until 5:00pm”.

Because the clock was stopped after the response had already been provided, there was no clock stopped duration that had to be taken into account when the actual response duration was calculated.