Use of Pending status on Incidents

[ElaineL]

We're having a lively discussion about the most effective use of a Pending status for Incident tickets. Some of the thoughts:
1 - Use of Pending for customers who won't return calls or actively participate in the resolution effort
2 - Use of Pending only for situations where we know a due date when the reason it is pending will be resolved
3 - Pending status stops the clock so that service level targets aren't measured while in pending

Please know this about our current situation - we are just starting on SLM, so we don't have any agreements with our customers yet. We do have SL targets that we are measuring against.

I'd like to hear any and all comments about who is or isn't using Pending status and why.

Thanks all

[lgimenez]

Hi Elaine;

I've the same doubt...

How to work with SLA, using the pending status?

Could you tell me, about this?

Thanks
Luiz Gimenez
Sao Paulo - Brazil

[AndyI]

[GSR]

Hello to all,

In re to "1 - Use of Pending for customers who won't return calls or actively participate in the resolution effort." On the one hand is not fair to hold staff accountable if they are making a legitimate effort contact the person. On the other hand it can also be abused to avoid the work or the person, or both etc... I've seen this used in many different organization with mixd results. In short, set some parameters for the use, and then ensure some-one monitors such statuses.

In re to "2 - Use of Pending only for situations where we know a due date when the reason it is pending will be resolved." Probably more in tune with Change Management. Consider an IMAC, which the use of Pending would be very effective if the given date for the completion is say 1 or two weeks... assuming that report / query identifies this information.

In re to "3 - Pending status stops the clock so that service level targets aren't measured while in pending." This should be covered in the agreements for service and support that are developed as part of the overall program. However, I have also seen this abused... In referring to the customer, i.e. a single person, then they are not typically intereseted in if the clock starts or stops, but only when will this be fixed... If referring to the customer, i.e. the company as a whole, then cover in the agreement, as mgmt will use this in evaluations, ratings, etc...

There are many different variables, each with pro's and con's. In most cases, if something is causing the team to be uable to meet an obligation due to an outside factor, then stopping the clock, and slecting Pending would be fair, but detailed reasons and oversight are always essential so you do not have lingering tickets, several days or weeks old.

Hope some of this helps...

GSR