09-24-2021, 11:29 AM
Sometimes, the requester calls to reschedule the activity after the Service Request is logged. It becomes tad tricky if the SLA is applicable for that ticket and if the requester has asked to reschedule it to later than SLA time.
tussom offers to reschedule the activity without impacting the SLA. Following are the steps -
1. Open the Service Request that has been requested to start at a later time.
2. Click on 'On Hold' button to open relevant screen.
3. Select "Scheduled" from 'Next Status' dropdown.
4. An additional field called 'Scheduled Date' becomes visible. Set the new time to reschedule the activity.
5. Update 'Summary' and 'Detailed Description' to provide necessary justification to reschedule the activity.
6. Click on 'Submit'. The SLA will be paused from this moment till the new time set in 'Scheduled Date' field and the status is set as 'Scheduled'.
7. The ticket status will be automatically changed to 'Work in Progress' at the 'Scheduled Date' time and the remaining time in the SLA is resumed.
Note: The scheduled Service Requests are also displayed in the 'Scheduled Requests Calendar'. The Service Requests in red color are the ones that have not been resolved as per the schedule, the Service Requests in gray color are the ones that have been scheduled and dates are not past it. The Service Requests in green color are the ones that have been resolved as per the schedule.
tussom offers to reschedule the activity without impacting the SLA. Following are the steps -
1. Open the Service Request that has been requested to start at a later time.
2. Click on 'On Hold' button to open relevant screen.
3. Select "Scheduled" from 'Next Status' dropdown.
4. An additional field called 'Scheduled Date' becomes visible. Set the new time to reschedule the activity.
5. Update 'Summary' and 'Detailed Description' to provide necessary justification to reschedule the activity.
6. Click on 'Submit'. The SLA will be paused from this moment till the new time set in 'Scheduled Date' field and the status is set as 'Scheduled'.
7. The ticket status will be automatically changed to 'Work in Progress' at the 'Scheduled Date' time and the remaining time in the SLA is resumed.
Note: The scheduled Service Requests are also displayed in the 'Scheduled Requests Calendar'. The Service Requests in red color are the ones that have not been resolved as per the schedule, the Service Requests in gray color are the ones that have been scheduled and dates are not past it. The Service Requests in green color are the ones that have been resolved as per the schedule.