1 Reply Latest reply on Jun 22, 2010 1:11 PM by dmshimself

    How do I catch a datetime and saving it when opening an incident?

    Apprentice

      Hello!

       

      My customer wants to catch the time when anybody first "looks" at an incident created through  the inbound mail regardless if it is updated or not..

      My Customer wants to measure the time spent to "acknowledge" without having to do a manual acknowledge action in the process.

       

       

      Any one have any idea how to do this?

       

      Göran

        • 1. Re: How do I catch a datetime and saving it when opening an incident?
          dmshimself ITSMMVPGroup

          You could maybe ask the SI team to do some DB triggering action when an incident is read but you could be reading an incident just by opening a query.  My take would be that someone could read an email generated incident in a bunch of ways, but that doesn't mean they have taken any action.  If the idea is to measure response times then surely you need an action by the analyst to say they are responding?

           

          If the concept of responding is to say the incident has been looked at, then someone could accidentally do that from the By User query on another incident fom the same person.