Service Desk-- service request workflow

[Ann Marie Kjerland]

I'm trying to see how to handle a issue using the service request workflow- when we are blocked from addressing an issue as we are waiting for a 3rd party to do a fix ect... If we are waiting for "ACME"  to give us a fix or update so we can move forward in the workflow.. Any suggestions? 

[Jack Brickey]

Yep. We created a "Hold" status (category of To Do) and my team transitions from "Waiting for Support" to "Hold" if we are waiting on 3rd-party, e.g. something ordered, etc. We Pause the SLA on that status. Then they transition back to WFS (in progress category) when unblocked which should restart the SLA

[Ann Marie Kjerland]

thanks