To start the incident linked to your job, click on the job, to go to the job's details.
Once you are in the job's details, in the example above, you can see that the incident was declared 13:59 minutes ago thanks to the Timer (1).
Please note that when you Start, Pause, Finish a job it doesn't have any impact on the incident and on the incident's Timer.
To start the incident and view the time constraints click on the arrow (2)
On the right you can see :
- the Time to Start (TTS) limit defined in the incident's SLA (service level agreement)
- and the Time to Resolve (TTR) limit
You can click on the Start button (3) to start the incident.
In the example below the time is displayed in green (4) as you haven't exceeded the time limit you are given to start the incident.
Once you have clicked on the Start button the Start Timer stops (1) and the main Timer keeps on running until you resolve the incident (2).
Before resolving your incident you have the option to Freeze the incident's timer (3).
If you do decide to freeze the time during your time of resolution of the incident, then you will need to justify the time freeze by providing a mandatory.
Once you click on Submit (2) the timer stops.
You can click on Unfreeze (3) once you're ready to go back to the incident.
By clicking on Unfreeze the timer is set back on (1).
Please note that you can click on "Close" (2) to go back to your job in order to Start it, complete the job report, add parts...
For more details on how to perform a job click here.
Once you are done solving the incident you can click on Resolve (3).
The timer has now stopped (1) and you can see the total of time it took to resolve the incident after it was declared.
The time indicators will be displayed in green if :
- Time to Start (TTS) defined in the SLA is superior to the time it takes for the technician to start the incident
- Time to Resolve (TTR) defined in the SLA (3) is superior to the time it takes for the technician to resolve the incident (2)
The time indicators will be displayed in red if :
- Time to Start (TTS) defined in the SLA is inferior to the time it takes for the technician to start the incident
- Time to Resolve (TTR) defined in the SLA (1) is inferior to the time it takes for the technician to resolve the incident (2)
You can now click on the Close button in order to go back to the job's details.