Resolution time reports

[kevin_cole]

We have received complaints that the Service Desk is slow to respond/resolve incidents.  

I am looking at generating a report that will tell me how long it is taking to resolve issues based on business hours by month over the past year.

I do not have performance analytics loaded but I am looking for any suggestions/guidance.

Thanks

[Tony Chatfield1]

Hi,

Have you looked at the OOB default metrics, not sure about pre-London,
but in London I see a number of active metrics including 'Create to Resolve Duration'.

Going forward you might also want to consider enabling SLA\OLA's so that the Service desk have an ability to monitor their response\resolution time-frames.

Regards Tony

[Tracy Davis]

A few ideas -

You could use the incident table and report on the business duration of Incidents assigned to the Service Desk. Business duration takes into account all the states and work hours (such as the clock stops for pending customer).

In reporting, you could do a trend chart based on Closed date by month - but it wouldn't show you an average duration by month. To show an average by month, you'd need to use PA. You should have PA components available for Incident even if you haven't purchased PA. Look under widgets for something called Avg Resolution Time of Incidents or Average Incident Resolution time. I'm not sure what you have available out of the box. You can add the OOB widget to a dashboard.

Back to reporting side, you could also use the Incident Metric table which can display time spent in each state for each incident. Again, wouldn't give you the averages but could be useful.