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Sep 08, 2020 at 06:05 AM

IRT status exceeded

188 Views Last edit Sep 08, 2020 at 06:06 AM 2 rev


We got an incident on 04.09.2020 at 08:52 am and first response was on same day at 12:52 pm. After that first reaction is on 07.09.2020 at 09:27am. Availability time is from 08:00 CET to 18:00 CET. Response time is 4 hours for priority 3 and resolution time is 32 hours. We are getting IRT status percentage as 265%.

Could you please help out in this as the IRT status percentage is being wrongly calculated here?

Thanks & Regards,