Measuring Initial Response time
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03-07-2019 07:57 AM
I need a way to measure the initial response time of our incidents. I would like for the initial response time to be when a technician assigns the incident to themselves. What is the best practice for accomplishing this.
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Service Mapping
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03-07-2019 08:12 AM
I believe incident response time is an out of the box calculated SLA so your can look at that metric. For a more advanced example, you can look at this recent note about when work notes are first created.