I’ve had a question around timing how long an incident remains in a queue for. Although Service Manager tracks when an object is in a queue and we can report on this in the cubes – there is no recording of how long the item was in that queue for. Also the concept of a queue is an abstract one – there is no concrete object in Service Manager that I can tap into and extend for an item to track time.
I thought about this for awhile – the approach I’ve taken is to create a new type of object which can be added as a work item to an incident (Service Requests can be done later) which will record a few statistics about the support group that an incident is assigned to. This post (and others to come) will details how I have implemented the process. The end goal is to have this as a reportable item in the data warehouse.
Stay tuned for more…..