Hi SNOW Community,
We have been looking at the data in the OOB indicator "Incidents Not Updated in Last 5 Days" in Performance Analytics. We are looking to set a performance goal to encourage our staff to routinely update open Incidents. A concern that some staff have brought up is that we utilize a "working" schedule in SNOW, which is set for the hours of 8am and 5pm and excludes weekends and holidays. The concern they raise is that we should not "ding" them for Incidents that were not updated in 5 days as 2 of the days included may be a weekend and some of the time was after hours. We utilize the "working" schedule for our SLA metrics and I was curious if there is an easy way to include this schedule on this OOB indicator (of course I would make a copy of the indicator with the modifications).
Has anyone looked into this? Is there an easy to to do what I'm asking?
Thanks!
