davidrb84 Posted February 2 Share Posted February 2 Good afternoon all. I have a requirement to be able to report on "response time". We do not currently. What are some workflows people currently use that cause the response time triggers to be started/stopped? Does it require us to use the "new" status, or is there another method? I was intrigged by a recent article on "Request Insights" but could find no reference to where this info would actually be found* https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-insight *I suspect we're not triggering the start or stop of those response time triggers currently. Link to comment Share on other sites More sharing options...
Jim Posted February 2 Share Posted February 2 Hi David, it's pretty simple to implement there are nodes under request timers for start response time - usually as soon as a request is logged, and then a node for stop response time (Usually when a request has been responded to manually) It is up to you though where you want that time to be marked, I think the correct way is to mark when a customer has been responded to, but we class the service desk assigning it to another team as a 'Response' also so we have it after the assignment node Link to comment Share on other sites More sharing options...
davidrb84 Posted February 5 Author Share Posted February 5 Thanks Jim, that was more or less what I was expecting, but wanted to make sure there wasn't something I wasn't aware of. Appreciate the reply! Link to comment Share on other sites More sharing options...
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