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Provider Not Accountable Checkbox

Patrick Bakker
Affected SLA

Last week’s release introduced the ability for a provider to stop the SLA clocks under certain conditions, using automation rules.  This temporarily removes the accountability of a provider, for example when a workflow has to wait for an approval of the customer.  This functionality can now also be enabled from the task templates.

A checkbox ‘Provider not accountable’ has been added to task templates, which – when enabled – stops the SLA clocks of the requests that are linked to the workflow of this task.  The checkbox is available to workflow managers, account administrators and designers.

Provider-not-accountable

In the ‘Task’ view, it is indicated for which tasks the provider is made not accountable for SLA breaches.

Provider-not-accountable-task