Simply put, since we're not 24/7, we need to be able to measure time in business hours. We use custom fields to capture the status of an issue within open, pending and on hold statuses. I need to know the time spent in each status, and within each status, the duration of the custom fields. For example:
- Work In Progress
- Work submitted
- Pending approval
- Approved, setup in progress
- Support in Progress
I need to know how much business time was spent in each ticket status and then in each custom field status. Calendar days does not equal effort, I can't use it as a metric for my staff. I can't use it to pin-point bottle-necks, and I have no data to back up my process improvement requests.
Yes, custom ticket statuses exist, but they would need to be group level/specific. Otherwise my tech staff will need to scroll through endless sales specific statuses and vice-versa.
And I still need to measure it all in business hours.
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