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About faquinr

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  1. 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?
  2. 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?
  3. I'm having the same problem but did all the step listed above with no change. Still getting the LOOGER: Couldn't get to my memory ....error. I running this on Windows 8.1 on a surface. I'm connecting to a SDM 12.6 application. Any suggestions?
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