Clock Stopped System Notification


When a provider must wait for some customer action before work on a request or task can continue, it should not be held accountable for SLA breaches.  By setting the status of the record to ‘Waiting for Customer’, the SLA clocks for the provider are stopped.  When this happens, a system note is now generated, saying that the SLA clocks have stopped.  A similar system note is generated when the clocks are running again.  This makes it even clearer for all parties when the provider is not currently responsible for breaching the resolution targets.  It also ensures that afterwards it is easy to see in the notes for which periods the provider was not accountable.

Clock stopped system note