Hello,
Lets' say you have an analyst whom works overnight and there are no tickets coming in. How can I have a timer (similar to what runs when an incident is being worked on) run while an analyst is waiting for a ticket to come in. This way he get's credit for that time and it would be applied towards a "readiness" metric.
If an analyst only gets 4 or 5 incidents an evening and it takes him a total of 1 hour to work on all the incidents put together I would not want him to get dinged because he did not work his "8 hour shift" on paper.
