I wanted to see how other users handle an issue i am running into. We have escalation teams, and it is possible for a ticket to be open for hours to a full day before it is decided this should be in their court. They way we have our metrics now, it kind of screws the escalation teams. Resolution Time, Assign Time and Response Time all seem to be based off the original creation of the ticket. If i am wrong please correct me and i will review the test ones i create again. If not is there a way to change this so it is based on the when something is assigned to a particular group or person?
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