Hi Candace, I agree with you. That should be the ideal workflow. However, most often, the engineers were onsites and we got to update on their behalf and at time the timing given were inaccurate. So we did not use disable those timing to enter the time spent. Now, I just use the calculation based on the difference in assigned time and resolved time. This will be the duration on the engineer working on it. Difference in Create Time and Assigned time will be the duration the helpdesk work on it and the difference between create time and resolved time will the the total duration for the help desk case. I hope this is inline with the current performance metrics.
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Candace DeCou Sent: Wednesday, 03 January, 2007 03:22 To: arslist@ARSLIST.ORG Subject: Re: Perfomance Metrics - How do measure this? You know the problem with performance metrics is that the diff between Assigned and Resolved time doesn't necessarily reflect the real amount of time that it takes a tech to work a ticket. We try very hard to get our techs to actually fill in the Time Spent fields (on Help Desk case form) since that gives us a better overall view into how long specific types of cases take to resolve. All my management reports now include the Total Time Spent field and it is used to gauge the amount of time our 1st, 2nd and 3rd level support are spending working issue types. At a minimum, you are on the right track; but it always fails in the end because techs get a ticket (Assigned), may or may not work it immediately, spend some time on it, then eventually Resolve it. So the real metric you are capturing is only how long a ticket was opened before it was resolved, not the real time it takes a tech to work an issue. Just my humble opinion, but hope it helps. :) Candace -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley Sent: Tuesday, January 02, 2007 11:06 AM To: arslist@ARSLIST.ORG Subject: Perfomance Metrics - How do measure this? 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 -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ----------------------------------------- ***************************** This message contains information from Silicon Valley Bank, or from one of its affiliates, that may be confidential and privileged. If you are not an intended recipient, please refrain from any disclosure, copying, distribution or use of this information and note that such actions are prohibited. If you have received this transmission in error, please notify the sender immediately by telephone or by replying to this transmission. This message may include indicative rate information relating to one or more products offered through Silicon Valley Bank, or affiliated broker-dealer, SVB Securities. Rates and yields shown are provided for informational purposes only, are not guaranteed, and are subject to market conditions and availability. Nothing in this communication shall constitute a solicitation or recommendation to buy or sell a particular security. Columbia Cash Reserves, Columbia Treasury Reserves, Columbia Institutional Cash Reserves, SVB Securities Liquid Reserves, SVB Securities Institutional Liquid Reserves and SVB Securities Horizon Shares are offered through SVB Securities, a registered broker- dealer and non-bank affiliate of Silicon Valley Bank. Investments in these products require the involvement of a licensed representative of SVB Securities. Investment products offered through SVB Securities are not insured by the FDIC or any other Federal Government Agency, are not deposits of or guaranteed by Silicon Valley Bank or its affiliates, and may lose value. ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
