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WHD Metrics

If a tech group is assigned a ticket and sits on the ticket for a week and the ticket is transferred to another group and they take care of it in 2 days how is the metrics

collected. Will the new group be penalized for the delay of the first tech group?

  • this all depends on what your SLA is? Do tickets need to be assigned within 1 week or completed within 1 week?

    We use a custom field which is set by an action rule when a ticket is assigned to a tech AND if it is assigned within 2 days.

    If a ticket is then transferred to another team we then know that although team1 tech picked it up and it now belongs to team2 it has met our SLA, therefore we can report if a ticket has been assigned within 2 days of creation regardless of the team.

    As there is no real time events scheduler with WHD so you can only set it if a SLA is met or not met by an action rule when a ticket is saved.

    I have requested that there should be a back ground service which is running in real time rather than action rules to monitor these types of things.

    You could have an action rule per team which confirms if your SLA requirements have been met and sets a hidden custom field where required.

  • We are trying to set baselines and identity trends in tickets, but it is inhibited by the way time to completion

    is currently tracked. Let's say a customer opens a ticket, it gets assigned to tech 1, who takes 10 hours to get

    to it, then forwards it to Tech 2 who closes it in 2 hours. Metrics will show that Tech 2 took 12 hours to close the

    ticket. What we are looking for is a way to see how long (on average) tickets sit in a given tech's queue - this kind of data would be used

    for workload balancing and personnel management.