Scripted Metric
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-13-2020 11:38 PM
Hello ,
I need to prepare a scripted metric for SC_task which says
1. The timer should work when the state is new or work in progress & if the state is updated to pending manually
2. The timer should not start when the state = 'pending" updated by system itself
3 for all the other states , the timer should stop (state = cancelled , closed complete ) basically I want a metric that calculates workable time of the ticket .
Can anyone help me with the script. please
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-21-2020 02:47 AM
yes but can you suggest a solid reason that I can give to our client for this ?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-21-2020 02:55 AM
It is the purpose of SLA to calculate time spent on ticket based on your conditions.
SLA also calculate time based on schedules thanks to that giving real business time skipping weekends or holidays.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-21-2020 03:14 AM
yes I agree to that ,
but my question here is if a metric is created for this will that affect the performance ?
as per the user SLA will confuse people it is not actually an SLA
