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Waiting for Requester

For each request, the application can measure the time for which the members of the solving team are waiting for the requester's response. The waiting time is recorded in the Request Log.

Example:

Time Log item Waiting for Requester Comment
9:25 AM E-mail message from the requester to the Service Desk – request logged - Requester has logged a request.
9:30 AM E-mail message from the Service Desk to the requester – a request to provide more information Enabled The operator has found out that the original request is not detailed enough and has sent a message to the requester with the request to provide additional information. The solving team cannot proceed to handle the request, until more information is provided. The waiting time until the requester's response is received therefore needs to be recorded as "Waiting for requester" time. The operator enabled the option Wait for requester in the Send message window.
9:40 AM A call from the requester Enabled The requester is calling the operator and is providing additional information. Since the requester cannot provide all information that is necessary to handle the issue, the requester and the operator agree that the requester will provide the additional information later via e-mail. The operator enters the phone call minutes in the request log and enables the Waiting for requester option because the operator is still waiting for some answers from the requester.
9:50 AM Note - The operator recalls that he has failed to record important information from the phone call in the Log. The operator will therefore type a note in the Log and leaves the Waiting for requester option inactive. This will not change the waiting status of the previous Log record.
10:30 AM E-mail message from the requester Disabled The requester finally sends an e-mail message with all the necessary information. The message will load in the Log automatically with the Waiting for requester option disabled.

The time between 9:30 AM and 10:30 AM will be counted as "Waiting for requester" time. At the same time, the 1 value will appear in the Waited for requester (hours) column in the Requests List.

You can use the Requests List to watch the waiting for requester time in the following columns:

Column Comment
Waiting for requester (hours) Currently running waiting time in hours. If the request is currently not in the "Waiting for requester" status, this column is blank.
Waited for requester (hours) Total "Waiting for requester" time in hours for this request, including the currently running time.
Time open (hours) Total time for which the request was (or has been) open, i.e. from logging the request by the requester until the request is resolved. If the request was re-opened, the value in this column also includes the time for which the request was temporarily resolved.

The following columns in the Request Log are related to waiting for requester:

Column Comment
Waiting for requester (hours) For the records that close the waiting time (i.e. the Waiting for requester option is disabled), the total waiting time in hours is shown in this column. This column is empty for other records.
Waiting for Requester
Value Meaning
Yes Beginning of waiting time
No End of waiting time
- The record has no influence on the waiting status (e.g. working notes of the members of the solving team).
The value in this column corresponds to the Waiting for requester radio button value after pressing the Edit button in the Log Record Edit window.
Note:

The waiting time and the request open time run during operating hours related to the request, i.e. during operating hours specified for the SLA where the request is being solved.
Note:

The time for which you waited for requester can be not-counted into the request solution time. Request resolution due date defined by the corresponding SLA will be set forward by the time of waiting. You can set it in the ALVAO Admin program – settings of the specific SLA – General tab – Pause SLA when waiting for requester option.

 

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