Intervention Time in OTRS

[jorjac]

Hello,

How I can measure Intervention Time (ITIL standard) in OTRS 3.2.1? I played with Update time, First response, but they don't to the job.

Any suggestions?

Thanks,

[jorjac]

You can measure Intervention time (ITIL standard) with First Response Time from OTRS. You'll need also to configure "Phone outbound call" within the ticket, this option will allow you to Stop Intervention time.

Kind regards,