Waiting for requester
For each ticket the system can track the amount of time that the service team has waited for a response from the requester in resolving the request. The waiting time is reported through entries in the ticket log.
Example:
| Time | Log entry | Claimant waiting time | Comment |
|---|---|---|---|
| 9:25 | Email from requester to service desk - ticket submission | - | The Requester has assigned a request. |
| 9:30 | Email from service desk to requester - ticket for additional information | Closed | The main solver found that the specification of the ticket was incomplete and therefore sent a message to the requester requesting completion of the information. The service team cannot address the ticket until the requester responds. Therefore, the time until the response is received should be reported as "waiting for the requester". Therefore, the lead solver, when sending a message in the Message form enabled the Wait for reply option. |
| 9:40 | Telephone call from requester | Closed | The requester telephones the main solver and together they clarify the missing information. Since the requester does not know all the information needed, the requester and the main solver agree to find out the missing information and email it to the requester. The main solver enters a record of the phone call into the ticket log and turns on the Waiting for Requester option, because it is still waiting for a response. |
| 9:50 | Note | - | The main solver realizes that learned important information during the phone call that did not write down. He enters a note in the ticket log and leaves the Waiting for Requester option inactive. This does not change the waiting status from the previous log entry. |
| 10:30 | Email from requester | Off | The requester sends an email with the necessary information. The message is automatically loaded into the log with the Wait for reply option turned off. |
The time between 9:30 and 10:30 a.m. will be counted toward the "wait time for the requester" and will be listed in the Waiting time for requester (hours) column in the tickets table.
In the tickets table, you can track the wait time for requesters in the following columns:
- Requester wait time (hours)
- Claimant Wait Time (hours)
- Open time (hours)
In the ticket log, the following columns are related to waiting for a requester:
| Column | Comment | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Claimant waiting time (hours) | For records that end the wait (i.e., the Waiting for requester is set to off), this column indicates the amount of time in hours that this record has been waiting. For other records the column is empty. | ||||||||
| Claimant Wait |
The value in this column corresponds to the value of the switch button Waiting for requester in the window for editing log entries with the Edit command. |
The wait time and the open time of a ticket are calculated in the operating hours that corresponds to the ticket i.e. the operating hours that are set for the SLA within which the ticket is resolved.
The time the requester waited may not be counted towards the time it took to resolve the request. The ticket resolution deadline defined by the corresponding SLA is delayed by the waiting time. This can be configured on the Administration - Service Desk - settings page of a specific SLA - Edit - Properties - option Pause SLA while waiting for Requester.