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some Dashboard questions - Incident Analyst Performance

Silas_SulserSilas_Sulser Customer Advanced IT Monkey ✭✭✭

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

Best Answers

  • David_AllenDavid_Allen Partner Advanced IT Monkey ✭✭✭
    Answer ✓

    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

Answers

  • David_AllenDavid_Allen Partner Advanced IT Monkey ✭✭✭
    Answer ✓

    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_SulserSilas_Sulser Customer Advanced IT Monkey ✭✭✭

    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

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