Yuval Pecht

Product Update: Service monitor introduced in incident view

Discussion created by Yuval Pecht Employee on Mar 24, 2014
Latest reply on Aug 18, 2014 by 6777561

We are pleased to update on an improvement to the incident view - The service monitor - which provides you with an attractive visual indicator of the key milestones in the incidents? lifecycle.

Service monitor shows the key milestones under two columns:

  • Service time - takes into account the business hours of the associated site.

  • Elapsed time - is the ?real time? without business hours.

The key milestones covered are:

  • Time to Assignment: Duration from creation time to when an incident is first assigned.

  • Time to First Response: Duration from creation time to first response (first response is either first comment is sent to requestor, or state changes to Awaiting input/Resolved/Closed for the first time)

  • Time to Resolve: Duration from creation time to resolution (last time state changed to Resolved)

  • Time to Close: Duration from creation time to closure (last time state changed to Closed)

See following screenshot:


And zoom-in: