Metrics/LockDown

Hayden_Eckhoff

Hi,

We have another Service Desk Team that will be using our Portal setup. I have been asked to customise some function to suit there needs. Hopefully someone can help with the below request.

1. Is there a way to add custom Metrics. What is there by default seems limiting. I have set the attached metrics already. 
I have been asked to create metrics from start date of when a certain "incident status" is assigned. Is this possible? And when a incident is assigned to a user in a certain support group?

2. Any user can modify the incident record status assigned to other users. There is no control on the incident ownership based on the assignee name. Is there anyway to lock this down so only the assign user can modify?

Any help is appreciated,

Thanks,

Hayden

Tony_Collett

1. So Queues can be used for this. You will need to create a queue for when an Incident is Assigned to a Support Group - this queue will need to be duplicated for each support group you have. 
You can then create an SLO for when this happens and give it a time to breach. Then you can assign the SLO to a Metric for Start Date of "First Assigned Date" and End date of Resolved Date.
I hope that makes sense. 

2. Check out this KB article for information about scoping: https://support.cireson.com/KnowledgeBase/View/1123#/
Essentially you may need to use more queues to be able to limit Incidents to certain groups of users. 

3. Check out this customisation from Brett Moffets blog: https://systemcenternoise.wordpress.com/2016/04/04/service-manager-incident-stop-the-clock/

Brian_Wiest

Setup queues in the console. 

Hayden_Eckhoff

Hi Brian, I don't see anything in the Queues that would assist.

3. Also to add is it possible to stop the clock on a certain incident status?

Tony_Collett

1. So Queues can be used for this. You will need to create a queue for when an Incident is Assigned to a Support Group - this queue will need to be duplicated for each support group you have. 
You can then create an SLO for when this happens and give it a time to breach. Then you can assign the SLO to a Metric for Start Date of "First Assigned Date" and End date of Resolved Date.
I hope that makes sense. 

2. Check out this KB article for information about scoping: https://support.cireson.com/KnowledgeBase/View/1123#/
Essentially you may need to use more queues to be able to limit Incidents to certain groups of users. 

3. Check out this customisation from Brett Moffets blog: https://systemcenternoise.wordpress.com/2016/04/04/service-manager-incident-stop-the-clock/

Hayden_Eckhoff

Thanks Tony