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New STL - response time

Jacopo D.
2025-02-05
6 days ago
  • Jacopo D.

    Jacopo D. - 2025-02-05

    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.

    Jacopo D. - 2025-02-07

    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

    Cristian Ozan - 7 days ago

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

    Saludos

     
  • Jacopo D.

    Jacopo D. - 6 days ago

    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.

     

    Last edit: Jacopo D. 6 days ago

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