Hi,
According to ITIL standards, I would like to keep track of the time that passes from the time a ticket is created in the helpdesk and until the ticket is set to status in progress by the technician. Ideally, this timestamp should be put in a place where it is easy to create reports on at a later stage, for instance in the field time stamp or response time that are both visible in the TA CRM_DNO_MONITOR.
Has anyone implemented this already? If so, how did you do it?
Thanks,
Thomas