Stopping the clock on Pause
complete
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Elaine Dennehy
This is a big issue for us and constantly comes up with our managers and users. When you place an action or a ticket on Pause it does not visibly stop the clock for the user. Only when you choose Pause + "Wait for more information" option, is the time left in the SLA when you went on Pause added on to the Due Date i.e. the Due date is recalculated .... when you come off Pause.
This is a very difficult concept for users/managers to accept as they watch the due date of Paused work items go green->amber->red through no fault of theirs while they are waiting for documentation etc from another source.
Autopilot
Merged in a post:
Capture when a work item time tracker is paused
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Karthik Subramanya
Currently if a user pause time tracker (without manually editing it), it is still captured as EDITED in time tracking. Can we have a flag to identify if the work item was really EDITED or PAUSED?
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Claudine Richardson
Hi Karthik Subramanya, thank you for submitting this feature request. Would you mind telling me a bit more about why this would be helpful? What is the nature of the problem that it would help solve?
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Harsh Seksaria
Claudine Richardson: We need the segregation of actually edited and paused because of the following reason:
- Users work on single request for longer period of time, say 6 hours. They need to take break in between where time tracking shouldn't keep running. They should be able to pause the tracker, take break, return from break and resume tracker. Doing this is currently counted as editing actual time.
- Users are constantly encouraged to maintain proper time tracking and edit only when absolutely necessary. The genuine need to stop tracker frequently as explained above paints a wrong picture that a user is editing time, while they are normally allowed to take break.
Kamal Saran
marked this post as
complete
This is added in 2019.3 release. Please check out Enate forum - https://forum.enate.community/t/enate-2019-3-changes/306 for more details.
Kamal Saran
marked this post as
ready for 2022.3
in 2019.3 - we are segregating pause work items (waiting time not included in SLA) in different bucket in work manager's manage page.
Once you open the work item, you will see Due Date of these work item is greyed out with placeholder text.
once work item comes out of Pause then it will show new calculated SLA and will be placed in respective RAG bucket.
Kamal Saran
marked this post as
considered for 2023.1
This is planned for coming 2019.3 release.
Kamal Saran
marked this post as
under review
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Graham T
Agreed, this is counter intuative for users, pausing the ticket, but not accounting for a pause until the SLA is restarted is confusing.