Setting First Response when Resolving incidents
I did some searching around and didn't see this question asked before, so I wanted to bring it to everyone to see if someone has cracked this problem already...
A common issue we have in our environment is that many times when resolving an incident, some of our analysts don't check to make sure the "acknowledge" task has been completed, and thus causes the "response" SLO to breach as it's never completed.
My question is this: does anyone know a way to script checking to see whether or not the acknowledge task is completed, and if not, either prompt the analyst to acknowledge the incident, or automatically acknowledge it at the time of response? I know the latter is rewarding bad behavior, but something is better than nothing, right??