GIS Request Management SLA tracking

[Joshua-Young]

I have been setting up the GIS Request Management solution and showed it to my supervisor. They are interested in moving GIS from the IT help desk to the solution, but they want to know if the solution can be configured to created and track service level agreements. For example, if an urgent request should be resolved within 4 hours 90% of the time, is there a way for me to create that kind of a rule and show if the goal is being met?

Where would it make the most sense to put such metrics in the GIS Request Management solution? Maybe the GIS activities dashboard?

I am just brainstorming here, and any ideas would be greatly appreciated.

[Kara_Shindle]

I saw your request and potentially thought about having new tickets calculate a resolution time based on the ticket severity level.  You could then set a goal & have either a webhook or a script actively monitor for changes, or a dashboard to show you the status of open tickets with alerts for ones outside of an SLA agreement?

[BrandiRank22]

@Joshua-Young another thought would be to add a new widget to the GIS activities dashboard where you can show this metric (or the "Our Work" dashboard which is embedded on the Hub site) - all the information you want to create this KPI is in the solution!

[Joshua-Young]

Unfortunately, I was informed in a staff meeting yesterday to drop working on this. Our entire IT department is going to move to a new help desk system and the IT Director just wants to configure the new software to handle GIS related requests. Thank you for the responses and I was really looking forward to moving to the GIS Request Management solution. If GIS is ever moved out from under IT I will definitely be coming back to this solution.