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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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:
I manually created custom fields: one for the deadlines (DateTime) and one for the triggers (String).
I developed a new method to populate these fields based on the assigned priority.
I call this new method on OnUpdate method under specific conditions — for example, when the log is updated or when team members change.
I created a function in main.php that checks whether the deadlines have passed (class MyChecker implements iBackgroundProcess).
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.
Last edit: Jacopo D. 6 days ago
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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
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:
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.
Last edit: Jacopo D. 6 days ago