Establishing Support Structure › Timers

Timers

Timers act as a stopwatch with various thresholds that give the analyst indications of elapsed time. You can define the amount of time the timer remains at each threshold, and have the timer change color, beep, or display a reminder as it reaches each threshold. A service desk analyst cannot control the stopwatch; only the administrator can control it.

Requests are the only type of ticket that uses timers; therefore, set up timers for internal and combined service desk models.

The following threshold values are predefined for the timer:

The predefined values start the timer at green. After one minute, the timer changes to yellow. After five minutes, the timer changes to red. The elapsed time is displayed when the analyst views the request in detail and is reset each time a new request is selected. You can add steps to this process or change existing steps.

You can mark any timer as active or inactive. When you mark a timer as inactive, it is no longer part of the process, but it remains available for future use (that is, it is not deleted from the database). If you decide later to use the timer, back to it and mark it as active.