It tracks whether the first responder to a ticket was able to resolve it without escalation within a target time period. A ticket will be in one of three states:
- Hit target: the ticket was never reassigned, its current status is one that has been designated as resolved, and the ticket was open less than the target time.
- Missed target: the ticket was reassigned or it was open longer than the target time
- Pending: the ticket has not been reassigned, its current status is NOT one designated as resolved, and the ticket has been open for less than the target time.
Is it possible to modify the time frame, which is 30 minutes, to 7 days?
I suspect that it is defined in the conf directory somewhere...
I'm not sure what you are looking for. You can define target time in the search settings.
This is what I am trying to do, but I have not yet figured it out...
Chart of all tickets that for a given week (or longer period) that were closed (or not) within the given SLAs e.g.
still open (e.g. pending info, parts, date, etc.)
...these should all sum to 100% of the tickets which were opened in a given week (or longer period).
I can't seem to stack these time frames in a chart to determine the running month or two week totals of this without exporting data form several reports into excel...
I need information.
The web service works in all versions windows and all features?
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With a compatible browser - yes.