Set ticket "on-hold" when waiting for something and stop SLA counter

mps · 2023-06-06 14:41:25

Hello!

We're currently using another ITSM tools and migrating towards GLPI. Is it possible in GLPI to set a ticket "on-hold", when waiting for a change, a response, part delivery or something else. The implication for on-hold is, that the counter for SLA (respond, solve, close times) are paused.

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Michael

cconard96 · 2023-06-07 03:15:00

Yes. The equivalent thing in GLPI is the "Pending" status. GLPI 10 adds a Pending Reasons feature too which lets you set the status to pending directly from a followup and optionally enable automatic reminders/auto-close if you are waiting for a response.
For example, you can set it to send a message every x days asking for an update and if no new message is added by the requester after y tries, the ticket is closed.

mps · 2023-06-07 10:19:03

Hi!

cconard96 wrote:

Yes. The equivalent thing in GLPI is the "Pending" status.

We tried the "Pending" state, but it seems the time calculation is not stopped? E.g. when checking in the "Statistics" tab, the time to own and time to resolve seems still to decrease even when the ticket state is on hold (Pending). Do I get the concept wrong here?

cconard96 wrote:

GLPI 10 adds a Pending Reasons feature too which lets you set the status to pending directly from a followup and optionally enable automatic reminders/auto-close if you are waiting for a response.

That sounds great! But I don't see where I could add a pending reason. I can only set the "Status" to "Pending" in the right pane. Or select the "pause" slider for followups which set the pending state. But as I said, I don't find pending reasons to enter. But at least in Setup/Dropdowns there are pending reasons
hah! got it. The dropdown in the ticket followups is only shown when there are pending reasons added.

Thanks!
br

Last edited by mps (2023-06-07 10:19:30)

cconard96 · 2023-06-08 00:45:38

I don't know that much about the SLA feature, but looking at the code, it seems like the time spent in the pending status is only taken into account after the ticket leaves the pending status and the ticket's "waiting_duration" is updated.

If you look at the ticket in the search results though if you have the SLA columns showing, it should show that there is no due date while it is pending.

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#1 2023-06-06 14:41:25

Set ticket "on-hold" when waiting for something and stop SLA counter

#2 2023-06-07 03:15:00

Re: Set ticket "on-hold" when waiting for something and stop SLA counter

#3 2023-06-07 10:19:03

Re: Set ticket "on-hold" when waiting for something and stop SLA counter

#4 2023-06-08 00:45:38

Re: Set ticket "on-hold" when waiting for something and stop SLA counter

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