A very frequently asked question when implementing Ivanti Service Manager (HEAT) evolves around the “Waiting for Resolution” Incident Status. What is its significance, should it be used, and how does it effect SLAs?
The “Waiting for Resolution” Status is typically used when a break/fix (Incident) has been completed but the ticket hasn’t been updated yet.
For example if there is a P1 Incident that has been resolved, setting the Status to “Waiting for Resolution” may prove to be rather useful to stop the SLA clock while gathering all incident resolution details from the SDAs and Task Owners, without getting penalized.
Remember that the SLA Clock is driven by the Incident Status and Waiting for Resolution pauses the SLA clock.
ITSM/ITAM/ESM Blog 