1 Reply Latest reply on Jun 24, 2008 7:19 PM by Carl Wilson

    ITIL or Best Practice Pending Status Guidelines

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      Are there any best practice white papers or guidelines for Pending tickets’ time limit?  Right now our tickets are in the pending status for 2 weeks.  I have been searching the internet and have not had success so far.

        • 1. Re: ITIL or Best Practice Pending Status Guidelines
          Carl Wilson

          ITIL does not really have any definitions towards the 'Pending State' as it is used as way to pause the SLA target.
          That said, BMC Service Level Management usually excludes this Status state from calculations as seen below:

          Measurement criteria template for resolution-time

          service target

          Start When: ‘Service Status’ = “Assigned”

          This means that the service target begins measuring when the service status of the

          request is “Assigned.”

          Stop When: ‘Service Status’ = “Resolved”

          This means that the service target completes its measurement when the service

          status of the request is “Resolved.”

          Exclude: ‘Service Status’ = “Pending”

          This means that the service target pauses its measurement if the request is in a

          “Pending.” state.


           

          Measurement criteria template for response-time service

          target

          Start When: ‘Service Status’ = “New”

          Stop When: ‘Service Status’ >= “Work In Progress”

          Exclude: ‘Service Status’ = “Pending”

           
          I guess it is really up to the Company to decide how long it acceptible for a ticket to be left in this state. Delays can occur in the process where something outside the Companies control happens, such as delays in parts from Vendor etc, therefore there needs to be a state that makes allowances for these.

          Hope that helps