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Hi,

I’m using Assyst 11.3.7 and I am looking for some definitive info on how the response to an incident is measured. I have seen cases where the response time is time stamped at the marking of Resolved when lots of activities took place before that. I have searched he help but can’t find anything that defines this

 

Is there are particular action the user should take to ensure that Response has been timestamped correctly?

Thanks

Hi,  @paulk.

The response time of SLA (Internal) on assyst is achieved for the system Action (shortcode):

USER-CALLBACK.

To record a call made to the Contact User affected by the Incident, as required by the internal SLA. This action will record the time-to-respond and updates the Callback columns of an Event Monitor.

 

For the response time of OLA (service Department) is achieved for the system Action (shortcode):

SERV-DEPT-ACK

For a Service Department to acknowledge an Incident that is assigned to it, as required by its profile, and updates the Internal SLA Response columns of an Event Monitor.

 

https://wiki.axiossystems.com/assyst11-8Wiki/index.php/System_Action_List

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