Speed to Action Tickets/Respond to Tickets

[Sally Niemi-Far]

We currently have only the Evaluation Project, as we are in the process of upgrading to the full licensed version.  I am trying to determine if Process Mining will be able to provide the performance  metrics of how long it takes to action an Incident (triage, assign) and then how long it takes to action said Incidents.  Or am I better off using a different method (Platform Analytics, etc.).  Thank you.

[Hemanth M]

Hi @Sally Niemi-Far ,

If you would like to see how long an incident takes triage -> assign, you go with Platform Analytics (Previously Performance Analytics). However, if you would like to know why it takes that long, go with Process Mining (to identify bottlenecks)

Hope it helps!