You can set up additional methods to track more than the response and resolution times on tickets. For instance, maybe you would like to track the amount of time that an SLA was in the Waiting on Vendor status. In this example, you would begin by clicking on Custom Metric in the top right corner of the SLA …
Can more than the response and resolution times be tracked on tickets with an SLA? Read More »
You can filter out unwanted statuses from resolution time calculations by adding additional filters to the Resolution Time metric. Clicking on Resolution time will open the editing window for this metric. From here, click on the Add Filter option on the right of the Timer is running when section. For this type of set up, you will want to select the Status filter type. From …
Can certain ticket statuses be excluded from resolution time calculations? Read More »
Guide Overview The following article is designed to give administrators and agents with the correct permissions a detailed overview on how to manage resolution actions for working tickets. Guide Index You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use …
Please note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. Need to create a resolution action that is not currently in Incident IQ? When viewing the resolution actions, click on Create New Action …
Please note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. Resolution actions are actions taken to resolve a ticket within Incident IQ. When working on a ticket, actions will be suggested based on the …
