Report to check acknowledgement time

[mir_niaz]

Hey there,

I'm trying to create a report that can tell me the acknowledgement times for Incidents for a certain Assignment group.

We're basically trying to track how long it takes each individual of this group to acknowledge a ticket assigned to them.

In that light, I've explored task_sla, and incident, but it doesn't seem like we can do a trend by Time itself.

Has anyone attempted this or have anything similar?

[gyedwab]

Hi Mir,

Often, the way this is tackled is by using the 'New' state. I believe out-of-box there is a business rule that changes the state from 'New' to 'Active' once the first update is made.

Then, if you have the State incident metric defined, you can report on how long your incidents are in the 'New' state, or use a 'response' SLA that uses the 'New' state as a criteria.

[vinothkumar]

Hi Mir,

We have created a new field called response time and this will be set based on the first update from the assigned to person of the incident and whenever he updates, that field will be filled with current date and time and the condition of the business rule is updated by person equals to the assigned to person and response time field is empty.

We also defined a response SLA that will trigger whenever the incident is created and it will stop whenever the response field is updated and this is how we have implemented.