This feature uses below columns. Make sure all below columns exists in the corresponding lists, if not, create all the columns.
List Name |
Column Name |
Column Type |
Description |
Configurations |
Internal Name: KPISettings Display Name: KPI Settings
|
Multiple lines of plain text |
This column will be used to enable or disable the response indication feature |
Tickets |
Internal Name: FirstAssignedStaff Display Name: First Assigned Staff |
Single line of text or person or group |
Used to capture the first staff assigned for a Ticket |
Tickets |
Internal Name: FirstRespondedBy Display Name: First Responded By |
Single line of text or person or group |
Used to capture the user who is first responded for a Ticket |
Tickets |
Internal Name: FirstRespondedVia Display Name: First Responded Via |
Single line of text |
Captures the first response indication type |
Tickets |
Internal Name: FirstAssignmentDate Display Name: First Assignment Date |
Date and Time |
Capture the time when Ticket is assigned first time |
Tickets |
Internal Name: FirstResponseDateTime Display Name: First Responded On |
Date and Time |
Capture the time when the Ticket is first responded |
Tickets |
Internal Name: TimeToAssign Display Name: Time To Assign |
Number |
Time taken to assign a Ticket from its creation |
Tickets |
Internal Name: FirstResponseTime Display Name: First Response Time |
Number |
Time taken to respond to a Ticket from its creation |
Tickets |
Internal Name: TimeToRespondAfterAssign Display Name: Time To Respond After Assign |
Number |
Time taken to respond to a Tickets from its assignment |
1.Add ‘KPISettings’ column to ‘Configuration’ list form
Go to Configurations list à List Settings à Crow Canyon NITRO Forms à Add ‘KPI Settings’ column in ‘Extended Settings’ tab.
2.Configure below JSON in ‘KPI Settings’ in configuration item.
Go to Application Administration à General Settings à Navigate to Extended Settings à Configure the below JSON in ‘KPI Settings’
JSON:
{
"Enable": true,
"FirstResponse": {
"Enable": true,
"ResponseIndicators": [
"IncomingEmail",
"ItemUpdate",
"OutgoingEmail"
]
},
"FirstAssignTime": {
"Enable": true
},
"TimeToFirstAssign": {
"Enable": true,
"BusinessTime": true
},
"FirstResponseTime": {
"Enable": true,
"BusinessTime": true
},
"TimeToRespondAfterAssign": {
"Enable": true,
"BusinessTime": true
}
}
FirstResponse:
Enabling this property will update the below columns in Tickets when user responded for a Ticket.
Below are the response indicators:
Incoming Email: When non-requester sends an email to an existing Ticket.
Item Update: When non-requester updated the Ticket directly in the site.
Outgoing Email: When non-requester sends mail directly from the Ticket using ‘Send Mail’ button.
In all above cases, below columns will be updated.
1.First Responded By
2.First Responded Via
3.First Responded On
FirstAssignTime:
Enable this property to capture the staff assignment information in below columns:
1.FirstAssignedStaff
2.FirstAssignmentDate
TimeToFirstAssign:
Enable this property to capture the time taken to assign the staff for a Ticket. Time will be updated in ‘Time To Assign’ column in the Ticket.
FirstResponseTime:
Enable this property to capture the time taken to respond for a Ticket. Time will be captured in ‘First Response Time’ column.
TimeToRespondAfterAssign:
Enable this property to capture the time taken to respond to a Ticket after staff assignment. Time will be captured in ‘Time To Respond After Assign’ column.