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
not directly as I know.
The timer itself if I recall is mostly client side.
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
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.
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.
There is no out of box activity notification for incident timer.