cancel
Showing results for 
Search instead for 
Did you mean: 

SLA Clock improvements for automatic resume and reasons for pausing as well as auto-refresh

SLA Clock improvements for automatic resume and reasons for pausing as well as auto-refresh

SLA Clock improvements for automatic resume and reasons for pausing as well as auto-refresh

0 Likes

As seen below when a user pauses SLA clocks, 2 drop dows are offered, but without a possibility to add more values to this out of the box funtionality:

 

SLA Pausing options.jpg

 

In addition possibility to define additional triggers for auto-resume are needed, for example on change of a a field value, or based on inbound email processed and added on case level (for example when customer is emailed to provide more info, and once a reply comes back, the SLA clock resumes automatically, with an automatic answer as YES to the following question:

 

SLA Resume answer.jpg

 

Finally the system should automatically refresh the case tab, when ServiceMax Console is utilized, in the related ServiceMax tab (not browser tab), when a change in SLA clocks took place for user to see, for example when SLA clocks first start counting on case (when WO is created), or after resume action with Yes answered, to show the extended target values on case level.

 

Would be nice to offer on FSA (ServiceMax Go) also the clocks visibility and funtionality, not just the target values.

What is the underlying problem do you intend to solve with this idea?
Improved SLA visibility for end users, and improved workflow for automatic resume
How is the problem being addressed today, if at all?
Users might forget to resume a paused SLA clock.
Product Area?
Remote and Field Service Deliver
What version of ServiceMax are you on?
19.1
3 Comments
Product Team
Product Team
Status changed to: Product Team Review

Great idea: The product team is looking into it.

Product Team
Product Team
Status changed to: Under Consideration

Hi All,

I want to address each request in this idea individually, since there are multiple enhancement requests present. Please see below: 


@athanasios_ampe wrote:

As seen below when a user pauses SLA clocks, 2 drop dows are offered, but without a possibility to add more values to this out of the box funtionality:


This definitely makes sense for enhancement, both to allow for configuration of the picklist and for adding additional values. Status: "Under Consideration" with a high likely hood of being added to the Roadmap. 


In addition possibility to define additional triggers for auto-resume are needed, for example on change of a a field value, or based on inbound email processed and added on case level (for example when customer is emailed to provide more info, and once a reply comes back, the SLA clock resumes automatically, with an automatic answer as YES to the following question:

I have seen this request before and we are currently considering it. I'm not sure we would be able to automatically resume the clock based on an incoming email (assumably as a record in a related list), but I do believe auto-resume upon a field update is very reasonable. Status: "Under Consideration"


Finally the system should automatically refresh the case tab, when ServiceMax Console is utilized, in the related ServiceMax tab (not browser tab), when a change in SLA clocks took place for user to see, for example when SLA clocks first start counting on case (when WO is created), or after resume action with Yes answered, to show the extended target values on case level.


As part of our OEM agreement with Salesforce, ServiceMax does not leverage the case object in implementations anymore. We don't currently have a plan to update or enhance features (like the SLA clock behavior) for the case object. Because of that, this request status is "Not Planned." 


Would be nice to offer on FSA (ServiceMax Go) also the clocks visibility and funtionality, not just the target values.


This enhancement has been added to consideration for mobile enhancement, and it a very valid request. Status: "Under Consideration"

Thanks for the detailed response, indeed for point 2, indeed I was referring to the auto resume based on a field update.