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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 25/05/2010 11:05:49
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kalyta
Super SysAider
Joined: 20/11/2008
Messages: 53
Offline
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Hello, everybody..
I want make some measure, I want use the options timers, the time to respond and the time to repair and agree another calls time to assign I want to measure the time to spent the service request new until some assign the ticket.. have can I use the expression builder..to measure this time..
And another I want to measure the time that a service request is new until the service request is closed, how long is happend? with the timer time to repair..
Did you have some examples, Something that now you use in your company..
I need some help..
thank you..
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25/05/2010 12:22:58
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andrewl94133
Super SysAider
Joined: 18/06/2008
Messages: 72
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We have a number of timers, firstly if I explain our SLAs it might help. We have a respond time and a resolution time SLA. However any time spent waiting for end users to get back to us does not count towards the resolution time. We also want to measure how long tickets sit waiting for 3rd parties (like for laptop repairs for example). Thus we have the following status on our system:
New
Open
Pending User Response
Pending 3rd Party
Closed
Deleted (this is for dummy calls or calls logged in error).
So we have a few timers we use:
Timer1 = Time to Resolve
Expression: (Status = New Or Status = Open Or Status = Pending 3rd Party)
Timer2 = Time to Respond
Expression: (Status = New)
Timer3 = 3rd Party Waiting
Expression: (Status = Pending 3rd Party)
To explain further, the expression can be defined with a lot of different parameters, in our case we only look at the status. Basically so long as the expression is true, the timer keeps ticking.
I found the standard reports tough when you have different response/resolution times for different priorities of tickets. So I wrote my own report using vbscript, querying our SQL database directly. If you would find this useful let me know - or if anyone knows a better way using the builtin reports please post!
Regards
Andrew
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25/05/2010 14:30:55
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kalyta
Super SysAider
Joined: 20/11/2008
Messages: 53
Offline
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thank you andrewl94133..
You help me..and i have to make test..How can I make a expression builder witha timer "time to assign" I want to measure the time that pass before someone assign the ticket, what you recommend me?
I have doubts to use the expressions builder :S
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29/06/2010 09:13:24
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andrewl94133
Super SysAider
Joined: 18/06/2008
Messages: 72
Offline
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Hi, sorry for the very delayed response, in case you haven't already figured it out you can build a timer based on a number of criteria. So say for example you want to use just the status. When a status = New, the ticket has not been assigned to a user. When the status is anything else the assumption is that the ticket has been assigned. Thus your expression builder for a timer you could call "Time to respond" would be "Status = New".
If you wanted to record the resolution time, for example, and you have two statuses that are used for calls - say "Closed" and "Duplicate" - then you could use a timer name "Time to resolve" and use the expression "Status <> Closed AND Status <> Duplicate".
Does that help?
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29/06/2010 10:28:01
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kalyta
Super SysAider
Joined: 20/11/2008
Messages: 53
Offline
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thank you.. very much..
I resolved this doubt. I used tree timers
time to solution: (status <>closed and status <>Verifed closed and status <>Deleted)
time to respond: (status= new and (Assign to=karla.garza or Assign to = other))
time to assign: (status = New and Assign to is emty)
Now with this I can see the timers correctly..
Thank you for your help, I hope this could help somebody else...
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