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