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5Is it possible to use SLAs and KPIs to track incident management times?
Let me explain better with an example.
Let's imagine we have a 'FooBar' incident.
Step 1. Create 'FooBar' incident assigned to 'User X'.
Step 2. On creation of incident, a timer start the countdown.
Step 3. After 20 minutes 'User X' assign incident to 'User Y'.
Step 4. After 50 minutes 'User Y' resolve incident.
I would like to keep track of the management time of incident for each user, so:
User X managed the case for 20 minutes before assign to User Y.
User Y managed the incident for 50 minutes before resolution.
Is it possible to manage this situation through SLA / KPI?
If possible, could you give me a configuration example?
I've tried, but I can't find a way to handle this request.
Thanks,
Stefano
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