Report on First time category change | Voters

Report on First time category change

Harsh Seksaria

As a team manager, I want to see how much time a ticket has been in triage for, and how much time it took to close a ticket once it was moved to the correct category.

December 20, 2023

Claudine Richardson

Thank you for posting, Harsh Seksaria! I have a few more questions for you:

Can you provide more details on the metrics you would like to see for the 'time in triage' and 'time to close'?
Are there specific categories you are most interested in for this report?
Would you like this report to be generated for a specific time period or on a recurring basis?

Harsh Seksaria

Claudine Richardson:

We want to assess how soon we are picking up a request and start working on it (with first category change time), and once picked, how soon we are closing it.
No specific categories, its across system.
Its recurring need and not for specific time period.

Please let me know if you need more details, thanks.