Hello
We are looking to go live with our Service Desk implementation and want to be able to report against key KPI's straight off the bat.
We have Open to Resolved response levels that measure our fix time SLA, however I want to be able to accurately monitor the time taken to respond on Incidents logged by Self Service & Auto-Logged email.
All these incidents currently go to a seperate status of Awaiting Response, so there is a logical place to monitor the statuses, howvere we don't have a response level or agreement set up that is looking at this.
I would like to know what the best way to achieve this is as there is no date/time stamp on when incidents reach specific statuses.
I have received a suggestion of putting 2 response levels running on each incident, but wanted to check that this is in fact possible, and also how this would then calculate the minutes to Breach and isBreach? attributes.
Any help greatly received!