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Title: Admin should be able to track total time spent by each vendor (based on Queue as owner) till ticket closes.

score 40
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The Admin should be able to track the total time spent by each Queue (vendor) on a ticket if the ticket is being served by multiple Queue (vendors). As of now, SLTs doesn't track total time spent by each Queue (vendor) on a ticket. It just shows total time spent with respect to SLT.

 

As per current behaviour, SLTs created to track time spent for individual Queue (vendor) gets cancelled, when changing the Queue (vendor) and new SLT get applied for the new Queue (vendor). It doesn't keep the record of the time spent by the previous Queue (vendor) on the ticket.

 

There should be a way to track the total time spent by each Queue (vendor) with respect to SLT. The clock should re-continue the calculation from where it left when changing the Queue (vendor). In case, if ticket closes then calculate the total time spent for each Queue (vendor).

 

 

For example, Consider two OLAs "Local IT Support OLA" for Queue "Local IT Support" and "Global IT Support OLA" for Queue "Global IT Support". For both the OLAs the service target has the same qualification criteria.

 

 

1. Create a record such that "Local IT Support OLA" SLT get applied and the owner is Queue "Local IT Support".

2. Update the owner to "Global IT Support" queue such that second SLT "Global IT Support OLA" should get applied. In this scenario, first SLT's clock should pause and second SLT's clock should start.

2. Now, update the Queue (vendor) back to "Local IT Support". "Global IT Support OLA" SLT's clock should pause and re-start the "Local IT Support OLA" 's clock.

3. On Closing, the ticket calculates the total time spent for individual Queue (vendor).

 

It will be helpful for management to calculate the individual Queue (vendor) performance

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