Inactivity Monitor or SLA

[smithro]

Management is trying to implement a rule in the organization that assignment groups must "respond" to an incident within 24 hours of receiving it.   Not necessarily resolve the incident, but just acknowledge to the end user that their ticket is being worked on.   They have asked that I set up reporting for compliance to this new rule.

I assume I can use the "updated" field to capture the time stamp for "responding".

Wonder whether people would set-up an SLA and report on breaches, or use the inactivity monitor as the tool to capture this?   If the inactivity monitor, how does one report on this?

Report would be something like:   Percentage of incidents by Assignment Group that took over 24 hours to respond.

Any help is appreciated.

[anurag92]

An inactivity monitor will create an event, when the Incident is not updated for a certain period of time. If you use OOB inactivity monitor, it won't be an help in reporting.

However, this is what I will do. Create an Event Script Action for incident.inactivity event, and for that incident mark it as non-compliant.

You might need to add a column on incident table, which indicates that the incident took > 24 hours.

Let me know if this helps.

[Uncle Rob]

Why add a new column to the table when this can adequately be handled via an SLA definition?

[Uncle Rob]

Hey Bob,

If there's an expectation with which to measure commitments to customers, I'd go with SLAs
"Updated" is a poor substitute for what you're trying to capture, since I can have dozens of transactions on a ticket without ever "acknowledging it".

Do any of your incident states distinguish between a ticket being new to the group, and a user being assigned to it?

[smithro]

I agree that "updated" is a poor substitute for what i'm trying to do, for the same reason you gave.   But I figured this would at least give me a timestamp for when a ticket is assigned to someone, status is changed, or comments are added.

I was thinking a Stop condition on the SLA could be something like:   Updated is more than 24 hours after .......

We do not use a "New" status.   A ticket is first assigned as "Open"