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.
Kamal Saran
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
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
considered for 2023.1
This is planned for coming 2019.3 release.
Kamal Saran
under review
G
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.