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Report on Initial Contact

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We have a new metric to report on, initial contact. This is the time between when the ticket is opened and the time an analyst contacts the user. Does anyone have any idea how this can be accomplished in Service Desk Manager?

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How is the 'Initial Contact' time stored in SDM ? Do you change the Status of the ticket when that happens ? How does an analyst marks this contact with the end-user ?

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How is the 'Initial Contact' time stored in SDM ? Do you change the Status of the ticket when that happens ? How does an analyst marks this contact with the end-user ?

Normally when an analyst tries to contact the enduser and assignes the ticket to themself is considered the inital contact. But what field is this action recorded in and how do I get this info to measure the time the ticket is opend to the time the ticket is assigned to an analyst?

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Normally, the time when the ticket is transferred is not stored on the ticket itself, but stays in the Activity Log. You could get the time between the 'Initial' activity type (which is stored on the ticket as 'open_date') and the 'Transfer' activity type as the period of interest. You'll have to query the Activity log table for the ticket and get the first activity with type 'Transfer', then calculate the difference between this time and the 'open_date' on the ticket.

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