Hi guys,

 

Have been trying to align the helpdesk with ITIL practice and process should be that once the incident is resolved the SLA has been met however the resovled status does not timestamp the databse and when incident is flagged as complete the timestamp is overwritten with the time ticket was closed.

 

Between the time the issue is resolved and closed does contain several tasks (verify that customer is satisfied with resolution, ensure knowledge base was updated, create ticket for changemanagement if long term fix required or to problem managemnet if this issue has occured in the past,etc)

How are you ITIL folks managing measuring of SLA?

 

We created another status called complete which stops the clock but again once the incident is flagged as closed the timestamp is overwritten.

 

Can anyone help?

THanks

Bubbles