New STL - response time

[Jacopo D.]

Hello everybody,

I would like to extend the SLT with a new metric that will monitor the "response" time based on public log updates.
For example, if my ticket priority is low, I need to update the public log every 24 hours. If I don't, it will be escalated (similar to TTO).

Does anyone know which steps are needed to implement this?

Thanks,
Regards.

[Jacopo D.]

Hi all,

I successfully managed to implement a new SLT named "response time" and I have connected to User Request. Also, according to the priority, the ticket will show a field "response time" with the relative SLT.

My point is that I want to trigger a reset of that count every time public log are updated.

Does anyone know how to do that ?

Many thanks

[Oscar Barraza Aravena]

podrías compartir la extensión, nosotros también medimos el tiempo de respuesta a un ticket, actualmente lo hacemos en excel, pero el itop seria mucho mejor

[Cristian Ozan]

Buenas tardes, asi como menciono Oscar, tambien estoy interesado en esa funcionalidad, si la puedes compartir se agradece.

Saludos

[Jacopo D.]

Hello everyone,

Since my last update on this topic, I’ve had to adjust my approach due to some issues encountered while trying to manage it using a stopwatch-based solution.

Here's the workaround I implemented, which is currently working:

1. I manually created custom fields: one for the deadlines (DateTime) and one for the triggers (String).
2. I developed a new method to populate these fields based on the assigned priority.
3. I call this new method on OnUpdate method under specific conditions — for example, when the log is updated or when team members change.
4. I created a function in main.php that checks whether the deadlines have passed (class MyChecker implements iBackgroundProcess).
5. I also added a trigger on object update (via the portal) so that, whenever the fields meet certain conditions, a notification is generated.

I’m not sure if this is the most correct or elegant solution, but it’s what is currently working for me.

Regards.

PS. I can't share the extension as it’s completely integrated into the redefinition of the UserRequest class, so sharing it wouldn’t make sense on its own.