Service Desk Settings
Service record timers allow you to measure the amount of time a service record spends in a particular state. The two default timers, for example, measure the amount of time it takes to resolve a service record and the amount of time it takes to first respond to a service record.
This tab allows you to create the timers necessary for you to gather the performance metrics important to your help desk.
Note: SysAid Pro Edition allows 5 timers and SysAid Enterprise Edition allows 10 timers.
Creating and editing timers
To create a new timer:
Any service record that matches the criteria in your timer will cause the timer to run. The timer will continue to run until the service record changes so that it no longer matches the criteria.
To edit a timer:
You may view timers from the service record list.
Timers are also accessed in several other places from within SysAid, including SLA measurement lists and escalation rules.