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

[athanasios_ampe]

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:

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:

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.

[doug_vankirk]

Great idea: The product team is looking into it.

[lacycotton]

Hi All,

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

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@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:

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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. 

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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"

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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.

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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." 

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

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

[athanasios_ampe]

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

[athanasios_ampe]

Can I please add one more requirement to this idea? 

Today we can add SLA Details by Priority and case source as possibilities to differentiate targets.

We have a business requirement, for same SLA Terms and same commitment type, to have different SLA Details also based on other fields, like event type and event subtype? Is it supported to customize based on additional fields the specified targets?