SLAs and Service Measurments

Home

Forums

Feature Requests

Beta Issues

SysAid Resources

Documentation

Support

Hello Guest,

DOWNLOAD FREE EDITION

Recent Topics

Hottest Topics

Online Members

Member Listing

Advanced Search

SLAs and Service Measurments

Forum Index » IT Benchmark

Author

Message

30/12/2011 19:46:35

Subject: SLAs and Service Measurments

Matrix-Donald
Super SysAider

Joined: 11/10/2011
Messages: 78
Offline

Is anyone using the SLAs and Service Measurement feature of SysAid? I am having a real hard time trying to get any type of usable reporting our of this module. Things we are wanting to report on are:

Avg time to resolve incidents by priority
Avg time to resolve incidents by priority AND Admin Group
Avg time to respond to incidents by priority
Avg time to respond to incidents by priority AND Admin Group
% of incidents that did not meat SLA

I have worked with professional services to set some of these up, but I am getting all kinds of skewed results. For example, I have a measurement called Average time to resolve incidents - SysAdmin - Critical. When i go to the Service Measurment and look at that measurement it says 100%. 100% of what? I'm not looking for a percentage, I want a time. Basically, if I have 20 critical incidents assigned to the SysAdmin group, I want to see what the average time was to resolve those. Was it 1 hour, was it 24 hours? What does 100% tell me?

Also, measuring in milliseconds? Really?

This whole module is confusing to me. Any help from anyone that is successfully using it is appreciated!

Thanks,
Donald


Filename	Capture.JPG
Description	Average time to resolve incidents - SysAdmin - Critical
Filesize	60 Kbytes
Downloaded:	3 time(s)

15/06/2012 07:36:38

Subject: Re:SLAs and Service Measurments

David Lee
SysAid Customer Relations

Joined: 24/06/2009
Messages: 40
Offline

I see no one has any idea in regards to this issue.

If the issue is still relevant, please send an email to ; helpdesk@sysaid.com with a step by step description on how to recreate the issue, so we can try to investigate the issue.

Looking forward to hearing from you.

Forum Index » IT Benchmark

Go to:

Help Desk Software
Free Help Desk Software
Free Asset Management Software
SysAid Helpdesk Software
Web Based Help Desk Software
SysAid Help Desk Forum
General IT Discussion Forum
SysAid CSS Customer Service Software
Customer Support Software

   SysAid Technologies Ltd.
   Toll-Free phone center (U.S.): 1-800-686-7047
   Offices - U.S.617-231-0124
   Israel:+972-3-533-3675
   Email:helpdesk@sysaid.com
   Optimized by SEO Israel
   SysAid logos and other SysAid Technologies marks
   are trademarks or registered trademarks of
   SysAid Technologies Ltd.
   All Rights Reserved by SysAid Technologies Ltd.
   2002-2011

   Live Support Hours
   07:00 AM - 09:30 PM (UK)
   03:00 AM - 05:30 PM (EDT)

   We provide worldwide services, and we do our best
   to match the working times of customers from
   different time zones.

   SysAid Help Desk Software and Asset Management Software