Assigned To and Response Time: Washington DC Version

[nalos]

Hello,

I need to report on the following metrics:

- Time to First Action: The duration from when a ticket is assigned to a resolver on my team to when they first interact with it. Specifically, I need to track when any of the following occur:

- The work notes field is updated.
- The assignment group changes.
- A tag is added.
- Time to Resolution: The total time it takes for the assigned agent to resolve the ticket, starting from the moment it was assigned to them.

Thank you for your assistance.

Thank you!

[John Constant]

You can use one of following solutions:

1) You can activate metric to evaluate the duration of each field (Metrics) -  just create a metric definition for each field you need to track (metric_definition table) then use the metric_instance to see the time. (To track work notes fields, you can create a custom true/false field which become true on first comment and track this field).

2) You can use SLA engine to track: Create SLA definition for each combination you need to track and use SLA to track this fields

3) BR: Create custom duration fields and BR to fill this duration fields when de condition are meet.