Difference between suspending an incident and putting an incident on hold?

Difference between suspending or Marking a request as Pending?

  • A request is suspended if the reason that work cannot proceed depends on the user.

    • The user is on vacation

    • The user isn't responding to messages

    • Waiting for approval from the user's supervisor

  • ​A request is marked as pending if the reason that work cannot proceed is internal to your department.

    • Waiting on a supplier

    • Waiting on a part

​Suspending a request will stop the clock in regards to the service level targets, marking it as pending will not. 

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