Alert data (time stamps for alerts)
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‎04-25-2022 10:14 AM
We want to gather the Alert data to calculate and report the Time to Respond (when someone assigns the alert and starts working on it) but we couldn't find a field to differentiate between the time is taken since Alert is raised to when someone acknowledges and starts working on it.
Do you have any suggestions on how to do the calculation or which fields we could use?
We tried to use the work notes updates but this could also come from the system (eg: if the event is triggered again) and it's not 100% accurate because of this.
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‎04-25-2022 01:30 PM
Hi, I would look at using 'Metrics'
https://docs.servicenow.com/bundle/sandiego-platform-administration/page/use/reporting/concept/c_MetricDefinitionSupport.html
Another option could be an OLS\SLA
https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/service-level-management/concept/c_SLADefinitions.html
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‎04-27-2022 10:26 PM
In business, keeping track of changes in your KPIs and metrics is vital to stay ahead of the curve. Data alerts in Analytics Plus notify you of key business events that you cannot afford to miss. This helps you quickly make informed business decisions.
