Quote:
Originally Posted by ddkppp
Helpdesk pretty much doesn't have any SLA functionality out of the box at all. So you have to build a system to flag tickets that are approaching resolution and response SLA's. Then trying to write a custom report to give that data back, again, is a pain.
|
It can be a serious pain depending on how much detail you want to go into, but it's entirely possible to get that information without going into massive customization mode.
By adding more detailed lookups types under status you can do a datediff to get the amount of time passed between those status types.
For example: Our flow goes like this -
When a ticket is opened it is set to "NEW" status.
From there it may get assigned to another team. It will obviously then go to the "ASSIGNED" status. From this note until we reach the point another team has contacted the customer we're measuring "Time to Respond". We end that measurement whenever the ticket changes to a "CONTACTED" "RESOLVED" or "CLOSED" status.
We continue the measurement of the ticket until it reaches a "RESOLVED" status to get a "Time to Resolve" measurement.
Obviously the same is said for "Closed" and "Time to Close"
All are fairly easy to work out if you spend a little bit of time on them. When it gets difficult is when you want to exclude holidays, weekends, and off hours for SOME, but not ALL category types. That's when you can call in some help from others.
We had
Expressability help us out with that stuff. Along with some trickier reports on First Call Resolution that we wanted to measure differently than the out of box report did.
