WebHelpDesk - SLA Reporting

[mbedford]

Hi everyone,

 

I know WebHelpdesk is quite popular with those on this forum. We have been using it wit great success since March 09 now, we are really happy.

 

One problem though. We are trying to generate an SLA report (jobs closed within the specified time dependant on the Priority of the job)

 

There is a built in measure on the WebHelpDesk reporting panel called "on-time status". This shows the number of jobs that were set to the status of "Closed" in realtion to weather or not they were closed within there SLA.

 

The problem we have is that we also use the "Resolved" status type. The process we follow is

 

JOB OPENED - Status = OPEN

JOB FIXED BY TECH - Status = RESOLVED

EMAIL SENT TO CUST TO CONFIRM RESOLUTION = If they confirm STATUS = CLOSED

EMAIL IGNORED = Status goes to closed after 2 days after RESOLVED

 

Now the on-time measure only checks the date closed against the date due. So if we resolve a call on-time but the customer doesn't confirm this, it can go past its due date whilst its in the 2 day waiting period.

 

Anyone have any tips on getting a report to get round this?

 

Sorry If i haven't been very clear.

 

Mike

[dsm]

Can't you set the status 'Resolved' as 'do not count towards open ticket time'. I'm sure theres is something like that in the status set up.

[Web_Help_Desk_Supportster]

Hi Mike,

 

As per the reply from dsm, what you can do is go to setup->Tickets->Status Types,

Select the Resolved Status Type and then their is a check box option labelled "Count time" just remove the tick from this ticket box and save the status and that will stop tickets in the resolved time from being counted against the ticket closure times.

 

Andy

[mbedford]

Hi

 

Sorry to have dragged this one back up.

 

I had already done that. The problem appears to be that within the database, the report is looking at the time closed in its "on-time" measure rather than time resolved.

 

Mike