We are using Groups to implement the Tiers of our service desk. Its the standard three tier service desk arrangement.
How can we produce reports on time spent by Tier?
So, we created SLA rules and the idea is that tickets should spend 2 hours in Tier 1 and then escalate to Tier 2. Tickets should spend 1 day in Tier 2 and then escalate to Tier 3.
How can I see total time, per ticket, in each tier (group)?
Marc
+12Hello,
Ticket Lifecycle report tracks the time spent on each group across different tickets and provides you an aggregate value of the total number of hours spent on a particular status/group. You can drill down further to view the list of tickets and the time spent on the group.
Cheers!
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