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Found 4 results

  1. Hi, Is there anywhere in a request where it lists what the fix time was? In Supportworks, there was a field called "Fix Time" that calculated the time between the request being logged and resolved. Thanks Lauren
  2. Hi We are currently looking to improve our incident business process. We utilise activities to capture why an incident has breached, using 6 outcomes (e.g. third party fix, delayed assignment etc.) and an additional "Reason" box to gather further info. Our current process is configured to allow the analyst to resolve a breached incident, prior to completing the breach activity. If the breach activity isn't completed, it will expire after a set time. The concern with this, is that the incident doesn't change from "Resolved" to "Closed" until after that breach activity is completed (the auto-close function is set to 5 days, therefore it won't close until the activity has been completed PLUS the 5 days). Is it possible - at the point the analyst presses "Resolve" after completing their resolution text/category - the system auto-generates a breach activity. This activity must then be completed by the analyst before they are able to resolve the incident fully. I am aware that at this point the actual resolution timers won't have been marked. If there was a mechanism to calculate whether or not at that point the fix time had been met, it could prompt the analyst as outlined above. This would also prevent the auto-close of the request (as mentioned above) being any longer than 5 days. I welcome any thoughts/suggestions with regards to this. Lauren
  3. Hi, I have been asked to see if i can come up with a way to determine the average duration of incidents resolved over a given time period (the last 6 months) in minutes during working hours. Our Incident SLA timer for all priorities is fix within 9 hours 15 mins (8am to 5:15 pm) monday to friday. Our working time calendar is also set up for 8am to 5:15pm. Is there any easy way to do this in reporting? i need to be able to say "the average time to fix an incident during the period was ???? minutes" Any ideas? Thanks
  4. Hi guys, I don't know if ti is a known issue or if you are aware of this but I am having troubles with my reporting regarding SLAs and performances. Indeed, the fields h_responsetime and h_fixtime in the requests table do not seem to match what I can see on screen. For example, here is my request: And what I have in the database for that same request: As you can see, none of the values match what is on screen... One common denominator in pretty all of the similar cases is that the priority and the SLA was changed at some point during the life of the requests. Any idea on: Is it an issue? Are you aware of it? Where does the screen gets its data from? Which table should I query to get the correct data for my report? Thanks in advance for your help.
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