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Incident Timer Notification

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  • 1.  Incident Timer Notification

    Posted 12-14-2017 03:48 AM

    HI ALL

    Customer wants to monitor their NOC team based on incident Timer.

    Once the timer goes red the Customer Manager must receive the notification.

    any work around available



  • 2.  Re: Incident Timer Notification
    Best Answer

    Posted 12-14-2017 04:10 AM

    not directly as I know.

    The timer itself if I recall is mostly client side.

     

    you will then need to write some javascript that will trigger an ajax call for action server side at the defined threshold.

    Must not be too complicate to do.

    But that say this micro management don't make much sense to me and this manager may rethink the way he want to work there. Not either mentioning that the timer count only in edit mode so analyst can just look to their screen in read mode for hours with no alert to this manager.

    Just my 2 cents

    /J



  • 3.  Re: Incident Timer Notification

    Posted 12-14-2017 08:05 AM

    I agree with Jerome,

     

    The incidents I work on my be assigned to me for days, but all in the green because I’m only in edit mode for a few seconds.

     

    Another approach could be to capture the time a ticket is assigned on a custom field on the ticket, then build reports off that to capture more valuable metrics. This is exactly what we’ve done and it works great.



  • 4.  Re: Incident Timer Notification

    Posted 12-14-2017 11:44 AM

    Yep in fact on my side we have build a full OLA object where we store all this type on information against group and inside the group.

    /J



  • 5.  Re: Incident Timer Notification

    Posted 12-14-2017 11:58 AM

    There is no out of box activity notification for incident timer.