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Postpone a service desk case

I would like to find a solution for how to postpone a service desk issue. Some of our cases are reported very early (e.g. 1 month before execution time) and we would like to put these cases in a "hidden" state and make them visible at a later time (e.g. 2 day before ).
I read some of the solution on the forum, but some of them are very outdated and I as wondering if there is a more "modern" way of achieving this goal.

Thank you.

Reza Eram

2 answers

1 accepted

0 votes
Answer accepted
Dirk Ronsmans Community Leader Sep 21, 2020

HI @Reza Eram ,

This seems more like a procedural question than technical one (but with a technical solution of course).

I'm guessing you'll be using a Service Requests for these demands (as an Incident doesn't seem right).

The most logical solution here (for me) would be to use some "Postponed" status in your workflow. You can easily move them to that state until you require them to be handled.

In your queues you would then exclude all "Postponed" issues until you find them relevant again.

Now, moving them back to "visible" can be done in a couple of ways.

1) You could just adapt your queues to also include issues where the Status = Postponed AND the DueDate (or whatever Date field you use) <= x days

This way they will re-appear in your queue the moment they become relevant again.

You could also use a second field like a "resubmission date" to inform you when this date has been reached. (we also use that when a customer goes on holiday for example and we need to park the issue for a while (but that's more for incident)).

2) using some automation you can also move the issue from that "postponed" state in to the "waiting for support" state when the time is reached to work on it again.

If you don't have any add-ons to automate easily you could use the build in automation and create a dummy SLA that breaches on the due date. Then add a rule to transition the issue when the SLA is breached.

 

It all depends on how many steps you need/want to take and how complex you'd want to go.

The "Postponed" state is a no brainer as it would also allow you to pauze any SLO's (not SLA's) that you have.

How you make them re-appear is a personal touch :)

Great Answer @Dirk Ronsmans! I'll consider it if I need the same approach to this issue.

Shpendi

0 votes
Fahad Siddiqui Community Leader Sep 21, 2020

@Reza Eram do you have add-on "EXTENSION" if yes then there is visibility option were you can hide requests that are existing in customer portal.

if there is anything else you are trying to refer please let me know.

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