1 Reply Latest reply on Feb 20, 2011 6:00 PM by dmshimself

    Query to show time taken for an Incident to be assigned

    neil_p1000 Apprentice

      Hi all

       

      Can a query be built to show the length of time It has taken for an Incident to be Assigned to an Analyst from an Assigned to Team Status. We are trying to do some analysis of how long a call languishes in queues before being assigned to an Individual or someone takes ownership.

       

      Thanks

      Neil

        • 1. Re: Query to show time taken for an Incident to be assigned
          ITSMMVPGroup

          A crystal report could do that by looking at the first and second relavent assignments and doing the maths

           

          What you might consider doing instead is putting a Response Level between the state of the process when it goes into the Q and the state where someone assigns it on.  That way the clock measuring is done for you and you can also nag people/colour code the incident if they haven't done the workload allocation yet.  Hey it could even move the incdient to the team leaders manager!  The design of this would depend on your process, but I'd certainly consider this.