(Originally posted on 29, May 2015)
To better measure my team's performance I want to be report on who resolves incidents. But I cannot find any place in Samanage where that information is present. Well, probably except in the audit trail.
There is no report on this action, nor is it possible to filter on it in the index filters.
Preferably it should be possible to report on both individual users and groups of users.
I want to know how many incidents were resolved by the first line team for a given period of time. So I report on the desired period and the people in question. Or I report on the usergroup called "1st line" which contains the staff members belonging to that team.
Combined with a report on how many incidents were created in that period of time, I can get a measure of how large a percentage of incidents are handled by the first line team.
Question to everyone: How do you measure this kind of performance today?
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