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Incident On Hold Policy

The incident on hold policy document outlines four criteria for placing an incident on hold: awaiting caller, awaiting CNA support, awaiting vendor, or awaiting change. Work notes are required when moving an incident to on hold status. The 3-contact attempts policy describes a process where if an incident is on hold awaiting additional information from the requester, the support group will make three attempts over three business days to contact the requester by phone, IM, and email before resolving the incident due to lack of response.

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148 views2 pages

Incident On Hold Policy

The incident on hold policy document outlines four criteria for placing an incident on hold: awaiting caller, awaiting CNA support, awaiting vendor, or awaiting change. Work notes are required when moving an incident to on hold status. The 3-contact attempts policy describes a process where if an incident is on hold awaiting additional information from the requester, the support group will make three attempts over three business days to contact the requester by phone, IM, and email before resolving the incident due to lack of response.

Uploaded by

sanagavarapu.pradeep
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Incident On Hold Policy

 An Incident can be set to ‘On Hold’ only under the below mentioned criteria or reasons:

o Awaiting Caller – An incident can be put on hold in case the assignment group
requires some additional information to further investigate the issue or resolve the
incident or in case they are waiting for a feedback on the resolution provided to the
customer
o Awaiting CNA Support - An incident can be put on hold in case the assignment
group requires CNA Service Owner or CNA Application Owner support to resolve the
incident
o Awaiting Vendor - An incident can be put on hold in case the assignment group
requires any 3rd Party Vendor support to resolve the incident
o Awaiting Change - An incident can be put on hold in case a Change needs to be
implemented to resolve the incident
 Work notes are mandatory when an Incident is moved to the ‘On Hold’ status for any of the
above-mentioned reasons

3-Contact Attempts’ Policy


 If the Incident is in ‘On-Hold’ status reason as ‘Awaiting Caller’, waiting for additional
information from Requestor and if they are not receiving any update from Requestor,
Support group analysts would be following the ‘3-Contact Attempts’ Policy. The Support
Group analyst will make 3 attempts to contact the Requester.
 The contacts will be done only on Business days and within the Business/Work Hours of the
Requester
o Day 1 - Support group analysts would try calling the user and leave a Voicemail and
an Instant Message (IM), if not reachable. Post which they would send an email to
Incident Requestor requesting for additional information. Incident will continue to
be ‘On-Hold’ status
o Day 2 - If there is no response from Requestor, Support group analysts would try
calling the user and leave a Voicemail and an Instant Message (IM), if not reachable.
Post which they would send a follow-up email to Incident Requestor requesting for
additional information. Incident will continue to be ‘On-Hold’ status
o Day 3 - If there is no response from Requestor after second follow up, Support
group analysts would try calling the user and leave a Voicemail if not reachable. Post
which they would send an email stating that the ticket would be marked to resolved
status since there is no response received. Ticket would be marked to ‘Resolved’
status after 3 follow ups

Note**
 If the Requester is Out of Office, the assignee will follow the ‘3-Contact Attempts’ and send
out communications to the alternate contact provided in the ‘Out of Office’ message and to
the Requester’s Manager as well

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