I am in the need of creating/gathering some performance metrics (time
spent from assignment to resolution) for a support group. I was
wondering how you might do this. I think I could use the Assigned and
Resolved time and take a difference of those field values, or possibly
look at the Status History values of Assigned and Resolved as well.
What does everyone else do? Bye the way I would rather use something
that is already there instead creating some custom counter to keep track
of this, though that is an option. I am using Helpdesk 6.0.
Thanks
Kyle
ARS 6.3
HD 6.0
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Kyle Whitley
IT System Support Professional
Office of Information and Instructional Technology (OIIT)
Board of Regents of the University System of Georgia
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