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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

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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