Setting response (target) times for your tickets
Tips & Tricks September 25th, 2008
posted by Joe GeckSomeone in the forums recently discovered “overdue” tickets by accident, which was more than enough to convince me ticket response times needed better documentation. First things first, it’s best to not think of response times as a due date on a calendar, more like a reminder for when tickets have gone too long in the Helpdesk unanswered. Keeping that in mind, Cerb4 is designed so that you add response times to individual buckets where all the tickets inside inherit the target times. Considering these are not necessarily hard deadlines it would be a lot of extra work to set reminders for every single ticket.
To configure things, click ‘group setup’, pick a group, and set your ‘Response’ time in hours from the ‘Buckets’ tab.
Now any tickets in that bucket which have not been replied to before the response target, will be “flagged” overdue for you to see. “Flagged” is a bit of a misnomer, in reality overdue tickets are not treated any differently by the Helpdesk. The only noticeable change you will see is in the ‘Updated’ column of your ticket lists. Tickets that are overdue will be red, so if a ticket was updated ‘2h ago’ and that buckets response time is set for 1 hour…
Hopefully red dates serve as little more than a “tap on the shoulder” to get you working on those aging tickets!
-joegeck@wgm
6 Comments to “Setting response (target) times for your tickets”
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What about email notifications about reponse times?
lets say you want to elevate a ticket and just send emails first to group if it hasn’t been handled within a certain timeframe, then elevate it to team leader later on etc.
is this possible?
~T
E-mail Notifications have not been hooked into response times, so at the moment a system like this is NOT possible. However this seems like an idea the developers would be interested in evaluating, so I’ve added this suggestion as a comment to an ongoing JIRA feature request.
More advanced “service level ticket escalation” system
http://www.wgmdev.com/jira/browse/CHD-537
How can I set the response time for tickets in the Inbox of a group? I want all tickets that aren’t placed in a bucket to be responded to within 24 hours.
@Arnold
That’s not possible in the current Cerb4 design, so I’ve put in a feature request on your behalf. Our developers will evaluate it and post any feedback or progress on the following JIRA page:
[Response Target Times] Include option for group inboxes
http://www.wgmdev.com/jira/browse/CHD-1032
Is it possible to define working hours so that tickets that are created after hours don’t go overdue overnight, but instead allow a longer response time as per time of day?
@James Hey there! It’s not possible with the older ‘response times’ feature, but that’s been phased out in 4.1 in favor of more powerful mail rules and custom fields. We’re planning to make ‘current time’ a criteria that mail rules can act on, but schedules have other uses (SLA/scheduling) that probably make them worth adding anyway. It’s a quick thing to do from where we are.
Thanks for the comment!