Setting an order in Wait status
Wait status enables you to stop the clock when an order is stopped mid way. This prevents the impact of waiting time on the SLA score defined on the order/request. The clock will resume, when the order is moved back to another status (which is not a wait status).
Prerequisite
At least one status is configured as Wait status via the link SLA: Wait statuses.
Procedure
1. In Service Manager, create an order/request that has an SLA.
2. If you change the order’s status to a status that is defined as a wait status, the date-time will be populated in the Waiting since field.
3. You can resume the order by changing to a status that is not defined as a wait status. This will start the time for the SLA.
4. The waiting time is calculated by taking the difference between the time when the order is resumed and the Waiting since date-time.
Depending on the order’s priority, the waiting time is calculated in:
◦ Working minutes, where period of priority is in hours/days.
◦ Clock minutes, where period of priority is in minutes/weeks/months/years/undefined.
 | If the actual time to respond/attend/fix/complete has already been entered (that is, the order has already been responded/attended/fixed/completed) and the order is set to wait afterwards, the waiting time will not affect the corresponding requested time to respond/attend/fix/complete. |
5. The waiting time as determined in the previous step is added to the Requested time to respond/attend/fix/complete so that the SLA score is not impacted.
The waiting time is also added to the Total waiting time for respond/attend/fix/complete.
 | The Actual time to respond/attend/fix/complete cannot be entered/modified when an order is in wait status. |