Response Timer for Email

[dwalby]

Hi all,

Just wondering how you all present your response time SLA KPIs for requests raised from email?

Currently, we have emails that get sent to the inbox within Hornbill, the response timer only starts once the request is raised as per the business process. If however a email has been sat in the inbox for several days, then raised as a request the response SLA may indicate that we've met the response SLA, despite us not actually responding for several days until the request was raised.

What approach are people using when creating performance reports etc?

Thanks in advance

[Steven Boardman]

@dwalby we do have a story which will allow for the back dating of an SLA timer to that of the date / time of the originating email.  This story is not currently scheduled but once it is, we will post back here with an update.  I have added you as an interested party to this story.  

[Michael Sharp]

On 5/16/2019 at 9:08 AM, dwalby said:

Hi all,

Just wondering how you all present your response time SLA KPIs for requests raised from email?

Currently, we have emails that get sent to the inbox within Hornbill, the response timer only starts once the request is raised as per the business process. If however a email has been sat in the inbox for several days, then raised as a request the response SLA may indicate that we've met the response SLA, despite us not actually responding for several days until the request was raised.

What approach are people using when creating performance reports etc?

Thanks in advance

We run a differential report as a policing mechanism and advised analysts emails must be logged within 10 minutes of receipt.  I agree though that this skews response SLAs for us so would be better if the email date/time could be leveraged!