some Dashboard questions - Incident Analyst Performance

Silas_Sulser

Hello

I've got some questions about the "Incident Analyst Performance"-Dashboard:

1. Which unit is meant with this number (I assume that those are minutes)?
   
   
   
2. Which event does trigger that response time for the "Average Response Time" entry?
   I know that there is the option to "set first response or comment" over SCSM console, but I cant find that function in Cireson Portal, so how is that value set?
   
   
   

Thanks and best regards

Silas

David_Allen

Hi,

1. The time is in hours.

2.  There is an 'Acknowledge' button on the portal that sets the first response date.

Hope that helps!

David

David_Allen

The input field is optional, so you don't have to enter anything, just OK it to mark it as acknowledged.  Most customer I have been to that actually use that though generally put the first comment in, ie. the one they would have updated the ticket with normally.

I agree it's not as intuitive as it should be.  That being said, you could create a workflow in SCSM to set the first response date automatically on certain trigger conditions, such as comment added or support group changed etc.

David_Allen

Hi,

1. The time is in hours.

2.  There is an 'Acknowledge' button on the portal that sets the first response date.

Hope that helps!

David

Silas_Sulser

Hi @David_Allen

Many thanks for your answer!

I will check that out.

What do you normally write into that  'Acknowledge' input field?

Something like "hey mates I'am assigning myself to that item right now" (this is a serious question)?

In my opinion it would make a lot more sense to trigger that event automatically to the first action which an analyst does with an item (for example assigning the ticket or the first comment etc.). Doesn't that make a lot more sense?

Thanks so much and best regards

Silas

David_Allen

The input field is optional, so you don't have to enter anything, just OK it to mark it as acknowledged.  Most customer I have been to that actually use that though generally put the first comment in, ie. the one they would have updated the ticket with normally.

I agree it's not as intuitive as it should be.  That being said, you could create a workflow in SCSM to set the first response date automatically on certain trigger conditions, such as comment added or support group changed etc.