Getting SLA for 3rd level escalation by location

[knizar]

Hi All,

I would like to ask how can i create report on the duration/time worked on a incident task for a certain support group only. The scenario would be as follow:

User submit a ticket for a certain issues(e.g network issue) , a support staff picks up the ticket and perform level 1&2 diagnostic. However requires escalation. Then creating an incident task and escalate to L3 support staff which is located in a different location. 

I'd like to create a report from the time incident task created and escalated to L3 staff and the average duration they take to close the ticket. 

Is this possible to track ?

Your help is much appreciated

THANKS!

[Dr Atul G- LNG]

Hi @knizar 

User submit a ticket for a certain issues(e.g network issue) , a support staff picks up the ticket and perform level 1&2 diagnostic.

However requires escalation. Then creating an incident task and escalate to L3 support staff which is located in a different location. 

Atul: You can use the metric table for this but it is not straight forward, as metric table dont have Category information / fields. So you need to create a data base view and run the report.

I'd like to create a report from the time incident task created and escalated to L3 staff and the average duration they take to close the ticket.