Inactivity Monitor or SLA

smithro · ‎05-25-2017

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.

Uncle Rob · ‎05-25-2017

Well then... in attempting to build this I just got shocked by something. "Changes" isn't a selectable operator for an SLA definition.

That's muchos no bueno!