Service Desk Practitioners Forum
cancel

solution time in sc

Highlighted
vladky
Contributor.

solution time in sc

Hi everybody, do you have any idea how to exclude the time when a SC is in Customer Informed state from the Solution time ?

Thanx
1 REPLY
Ruth Porter
Acclaimed Contributor.

Re: solution time in sc

Hi there,

We do this by having 2 statuses:
Resolved & Informed; Informed is set automatically when an email is sent by a DB rule triggered by Resolved status.

We measure solution time up to Resolved and so the time waiting for the customer is not included.

Hope this helps

Ruth
http://www.teamultra.net