What is needed to measure time spent on an incident?
Hi,
My current SD+ configuration and work style is as follows:
- new issues are assigned manually to free technicians by a coordinator
- technicians update it's status as the work progresses
While trying to measure time spent on identical issues by various technicians I do not have the time the technician actually spent on the issue, besides standard SD+ SLA KPI's.
Does this require putting in additional field to the templates and manual clicking the time and date when work has started by the technician (while updating the issue) or can it be done in a more automatic way?
Best regards
Marcin
My current SD+ configuration and work style is as follows:
- new issues are assigned manually to free technicians by a coordinator
- technicians update it's status as the work progresses
While trying to measure time spent on identical issues by various technicians I do not have the time the technician actually spent on the issue, besides standard SD+ SLA KPI's.
Does this require putting in additional field to the templates and manual clicking the time and date when work has started by the technician (while updating the issue) or can it be done in a more automatic way?
Best regards
Marcin