In the last few releases we have enhanced the ability to do date/time based duration calculations for service so that you can measure service levels effectively.
1. In the Ticket UI
Created on - system time stamp when the ticket is created
Reported on - user time stamp when the ticket is reported. Will default to Created On if blank.
Initial Review - system time stamp when the ticket status moved from open to in process
*Arrived On Site - user time stamp when the user defines he/she is at the customer site
*Resolved on - user time stamp when the user defines the work was done
Completed on - system time stamp when the ticket moved from in process to completed
*New for 1508
2. In the All Tickets and Ticket Timepoint data sources
Standard duration key figures that calculate processing time
Ticket handling duration (Completed On - Reported On)
Initial review duration (Initial Review - Reported On)
*Resolution duration (Resolved On - Reported On)
*On Site arrival duration (Arrived On Site - Reported On)
*Today's date
*New for 1508
Standard datetime, date, and time characteristics both in UTC and localized formats
Created on datetime
Created on date
Created on time
Reported on datetime
Reported on date
Reported on time
Changed on datetime
Changed on date
Changed on time
Initial Review on datetime
Initial Review on date
Initial Review on time
Completed on datetime
Completed on date
Completed on time
*Resolved on datetime
*Resolved on date
*Resolved on time
*Arrived On Site datetime
*Arrived On Site date
*Arrived On Site time
*New for 1508
With these key figures and characteristics you can do different analytical calculations for tickets to get the durations you need to measure service levels. Once you have the durations you can create KPIs/dashboards to monitor progress and/or track exceptions to your service levels.
Lastly you can also use workflow rules to populate ticket extension fields to capture specific datetime stamps if you want to calculate other timepoints we do not provide out of box.
For example, if you create a custom ticket status called "customer action" and want to capture a datetime stamp when this status is set, you would create an extension field "customer action on" type datetime. Then use the workflow field update to set this extension field to the current datetime when the ticket status is set to "customer action". Then in analytics you can add this extension field as a characteristic or use it to create a customer action duration key figure which would be "Customer Action On - Changed On"
Good luck!
Rei