Version 7.4 First Response Time and TIcket Close Time Metrics

Can someone advise on how the First Response Time (Avg) and Ticket Close Time (Avg) are calculated on the Help Desk dashboard? What I am wondering is if a ticket is accepted but no comment entered, is the acceptance considered first response? Also in the Ticket Close time, does it exclude weekends and/or time spent in the "waiting on user" state?
This topic first appeared in the Spiceworks Community

Similar Messages

Service Desk Escaltions First Response Escalate to line manager

Hi Experts
We have successfully implemented Service Desk in Solution Manger. We just have a few problems with regards to escalations.
1. Sap Standard only allows you to escalate to one partner function, we would like to first response and completion deadline missed to escalate to the line manager
as well the message processor, can you please assist on how we can achieve this?
2. With regards to the first response time, when an incident is created is created the message processor has 2 hours to respond before his call escalates, if the initial message processor
sat with the incident for an hour in new status and reassigns to the incident to someone else the second person only has an hour respond the clock does not start again for him and the
call escalates after an hour this is causing a lot of problems for all calls that are been reassigned people no longer have sufficient time to respond to calls,
Has anyone else had similar experience and what was your fix for this problem?
Thanks and Kind Regards.
Zak Kader

Thanks PP for some insights.
Maybe you can help in one more area,
Say we create a Service Order, the header and do not create the line item entry yet.
However, we need the dates (first response date) to feed to an outside system where we are
tracking our SLA's.
Do you know where the date logic is done to get the Frist response date. Any FM's being used
We would like this information as dates that we need are not created until the line item is entered.
We want to not have to create the line item but still get the dates and send them to another tracking system.
Any help on where SAP CRM puts this logic would be helpful
Thanks,
LA

The FormsListener response time is unacceptable

We are getting this critical message on Response time metrics under all metrics on FORMS screen on Oracle Enterprise Grid Control.
Message:
The FormsListener response time is unacceptable.
On one of the server we are getting this message at every 2 minutes followed by a message saying 'CLEARED-The FormsListener response time is unacceptable'.
We are using Oracel Application server 10g (9.0.4) on Windows 2003
Did any one got this message?
I tried to search on metalink and on google but did not fine anything helpful.
Any help would be appreciated.
Thanks,
Mukesh

Hi,
you my want to check your network latency which plays into teh Listener response time
Frank

Slow response time and frequent lockups?

Why does my Adobe Premiere Elements 9 and Adobe Photoshop Elements 8 constantly lock up (not responding on Task Manager) and/or the response time to do anything is unacceptable (1 minute oe more to do a rename). I don't think my lap top is the issue is brand new with 6GB of RAM. I'm to Adobe Elements and Photoshop and so far I disappointed. Any ideas? Thanks!

It could be any number of things -- but you haven't given us enough information to be able to help you.
Are you running the 64-bit version of Windows 7? You may want to check out the 64-bit version of Windows 10. It runs like the wind on that OS!
New computers are usually full of outdated drivers, temp files and fragmentation.
Have you manually gone to Windows Update and downloaded all of the latest updates? Do you have the latest version of Quicktime, per the program's requirements?
When did you last clean and defragment your system? In my books, I recommend Advanced System Care from iobit. It cleans your temp files, tunes your registry and defragments with a single button. And it's free!
http://www.iobit.com/advancedsystemcareper.html
When does it lock up? When you first starting the program or when you're in the midst of editing? What is the source of the video you're editing when it locks?

SAP GoLive : File System Response Times and Online Redologs design

Hello,
A SAP Going Live Verification session has just been performed on our SAP Production environnement.
SAP ECC6
Oracle 10.2.0.2
Solaris 10
As usual, we received database configuration instructions, but I'm a little bit skeptical about two of them :
1/
We have been told that our file system read response times "do not meet the standard requirements"
The following datafile has ben considered having a too high average read time per block.
File name -Blocks read - Avg. read time (ms) -Total read time per datafile (ms)
/oracle/PMA/sapdata5/sr3700_10/sr3700.data10 67534 23 1553282
I'm surprised that an average read time of 23ms is considered a high value. What are exactly those "standard requirements" ?
2/
We have been asked to increase the size of the online redo logs which are already quite large (54Mb).
Actually we have BW loading that generates "Chekpoint not comlete" message every night.
I've read in sap note 79341 that :
"The disadvantage of big redo log files is the lower checkpoint frequency and the longer time Oracle needs for an instance recovery."
Frankly, I have problems undertanding this sentence.
Frequent checkpoints means more redo log file switches, means more archive redo log files generated. right ?
But how is it that frequent chekpoints should decrease the time necessary for recovery ?
Thank you.
Any useful help would be appreciated.

Hello
>> I'm surprised that an average read time of 23ms is considered a high value. What are exactly those "standard requirements" ?
The recommended ("standard") values are published at the end of sapnote #322896.
23 ms seems really a little bit high to me - for example we have round about 4 to 6 ms on our productive system (with SAN storage).
>> Frequent checkpoints means more redo log file switches, means more archive redo log files generated. right?
Correct.
>> But how is it that frequent chekpoints should decrease the time necessary for recovery ?
A checkpoint is occured on every logswitch (of the online redologfiles). On a checkpoint event the following 3 things are happening in an oracle database:
Every dirty block in the buffer cache is written down to the datafiles
The latest SCN is written (updated) into the datafile header
The latest SCN is also written to the controlfiles
If your redologfiles are larger ... checkpoints are not happening so often and in this case the dirty buffers are not written down to the datafiles (in the case of no free space in the buffer cache is needed). So if your instance crashes you need to apply more redologs to the datafiles to be in a consistent state (roll forward). If you have smaller redologfiles more log switches are occured and so the SCNs in the data file headers (and the corresponding data) are closer to the newest SCN -> ergo the recovery is faster.
But this concept does not really fit the reality because of oracle implements some algorithm to reduce the workload for the DBWR in the case of a checkpoint.
There are also several parameters (depends on the oracle version) which control that a required recovery time is kept. (for example FAST_START_MTTR_TARGET)
Regards
Stefan

I have a MacBook Pro version 10.7.5 Every time I try to open iphoto I get the warning: "To open your library with this version of iPhoto, it first needs to be prepared. You have opened this photo library with a newer version of iPhoto." How do I do this?

I have a MacBook Pro version 10.7.5 Every time I try to open iphoto I get the warning: "To open your library with this version of iPhoto, it first needs to be prepared. You have opened this photo library with a newer version of iPhoto." How do I do this? I recently bought aperature, and it has been since then that I get this warning.
Thank you!

No I have not tried those things. I don't even know what that means I suppose I have the newest version of aperature; I just bought it 4 days ago.

Coherence and EclipseLink - JTA Transaction Manager - slow response times

A colleague and I are updating a transactional web service to use Coherence as an underlying L2 cache. The application has the following characteristics:
Java 1.7
Using Spring Framework 4.0.5
EclipseLink 12.1.2
TopLink grid 12.1.2
Coherence 12.1.2
javax.persistence 12.1.2
The application is split, with a GAR in a WebLogic environment and the actual web service application deployed into IBM WebSphere 8.5.
When we execute a GET from the server for a decently sized piece of data, the response time is roughly 20-25 seconds. From looking into DynaTrace, it appears that we're hitting a brick wall at the "calculateChanges" method within EclipseLink. Looking further, we appear to be having issues with the transaction manager but we're not sure what. If we have a local resource transaction manager, the response time is roughly 500 milliseconds for the exact same request. When the JTA transaction manager is involved, it's 20-25 seconds.
Is there a recommendation on how to configure the transaction manager when incorporating Coherence into a web service application of this type?

Hi Volker/Markus,
Thanks a lot for the response.
Yeah Volker, you are absolutely right. the 10-12 seconds happens when we have not used the transaction for several minutes...Looks like the transactions are moved away from the SAP buffer or something, in a very short time.
and yes, the ABAP WP's are running in Pool 2 (*BASE) and the the JAVA server, I have set up in another memory pool of 7 GB's.
I would say the performance of the JAVA part is much better than the ABAP part.
Should I just remove the ABAP part of the SOLMAN from memory pool 2 and assign the JAVA/ABAP a separate huge memory pool of say like 12-13 GB's.
Will that likely to improve my performance??
No, I have not deactivated RSDB_TDB in TCOLL from daily twice to weekly once on all systems on this box. It is running daily twice right now.
Should I change it to weekly once on all the systems on this box? How is that going to help me?? The only thinng I can think of is that it will save me some CPU utilization, as considerable CPU resources are needed for this program to run.
But my CPU utilization is anyway only like 30 % average. Its a i570 hardware and right now running 5 CPU's.
So you still think I should deactivate this job from daily twice to weekly once on all systems on this box??
Markus, Did you open up any messages with SAP on this issue.?
I remember working on the 3.2 version of soultion manager on change management and the response times very much better than this as compared to 4.0.
Let me know guys and once again..thanks a lot for your help and valuable input.
Abhi

"Windows 8 using 100% of HDD with high average response times and low read/write speed"

Turns out this is a fairly well known windows 8.1 issue that has been plaguing users since at least 2013 and there is no one simple fix, so it may not be *entirely* hp's fault; but I've had two of these laptops, both the same model, the first one needing to be returned and exchanged for an entirely unrelated issue (hardware failure: ethernet port nonfunctional with lights stuck on). Both are refurbished. Both have been extreemly slow and unresponsive even compared to a lesser Brazos powered laptop I had before, but I've only recently decided to investigate why.
So if there is something HP specific going on here, I hope there is one simple fix. My average response time has gone up as far as well over a minute (>60,000ms), so I may be an outlier case here compared to the typical windows 8.1 hardrive responsiveness/bandwidth problem.
Edit: there is a case with another HP pavilion laptop (intel powered though, so it may be an intel storage driver issue described in the first link) being much, much worse.
This question was solved.
View Solution.

Guess what just now happened again
So using DISM did _not_ fix it.

Webgui and high response time

Hi guys,
we have upgraded our worktation to windows 7 with IE9. Our users complains high response time after migration.
We have tested the webgui with Win 7 and IE8 and the response time is accetable, but we can't downgrade the IE version.
We have tried to setup the compatibility with IE8 , but the issue persist.
Do you have any suggestion about resolve the issue ?
thank's in advance fro your help.
Antonino

What is your SAP MII version?
While loading webpage, is it showing contentiously loading and not opening content, then its 100% java issue only.
Goto IE9-->Tools-->internet options --> Advanced --> Browsing check(Disable script debugging). Once you down this, on status bar its shows the error like 'undefined object'.
To correct it, you need to upgrade or degrade java version accordingly.
Mine is Window 7 and using Java version 1.7.0_13-b20. its working fine.
Regards,
Praveen Reddy

T400s and T500 experiencing slow response time accessing certain websites from within our network

Hello there.... we have some Lenovo T400s running Windows 7 and T500 running WinXP Pro that are experiencing slow response time when trying to access certain website from within our company network (particularly this global crossing Web meeting, google maps): https://core1.callinfo.com/interface/guest.jsp?host=globalcrossing ... it takes 10-15 minutes before it loads the meeting login screen and same response time for google maps to respond as well... the thing is, other Lenovo T400s, T61, and other HP desktop machines that are connected to the same network in our company does not experience this slow response time... HOWEVER, when these problematic T400s / T500 laptops are connected to external network (e.g. home DSL, hotel DSL/Cable modem) the problem goes away. Our NETWORK ran tests to monitor traffic to the websites from our company's network but seem to connect just fine... just wondering if anybody out there experienced the same problem and know of a solution. By the way, the two newer T400s that are experiencing the slow response time have the following BIOS version 1.11 (6HET26WW) and BIOS version 1.09 (6HET24WW). Then a T400s that is also connected to the same network but not experiencing the problem has a BIOS version of 1.02 (6HET17WW - running WinXP Pro). NOTE: We also connected a Linksys USB wireless adapter to connect to our wireless network in the company but same problem - and problem occurs even when connected via network cable. Your feedback will be greatly appreciated.

Network World posted an article about a free response time monitoring tool that would be worth checking out

LYNC 2013 mobility clients disconnect and AAR bad response time

Good day,
I'm new to this, but have to implement LYNC 2013 for our company.
I have implemented Lync 2013 by following various instructions and all seems fine... apart from all mobile clients (internal/external - Andoid/IOS). They get disconnected after a few minutes. On Android the error is "unknown error" (very useful)
and on IOPS it's "unhandeled alert type 302 E_Badgateway (E2-3-35).
What I have noticed is that on AAR, on the LYNCWEB server farm (under " Monitoring and Management") the response time is huge (10000 + ms) and when the errors come up on the clients I get a "failed request".
I can not think what may be wrong but all is pointing to AAR?
AAR is version 3 running on 2021 R2
any ideas? been stuck for a week on this now.
Many thanks
DD

Hi,
From your description above, it seems to be the issue with IIS ARR.
You can check with the following steps:
Check if DNS records and certificate were appropriate.
Check if ExposedWebURL set to External.
Try to increase the time out value from 200 to 1800
More details:
http://blogs.technet.com/b/nexthop/archive/2013/02/19/using-iis-arr-as-a-reverse-proxy-for-lync-server-2013.aspx
Best Regards,
Eason Huang
Eason Huang
TechNet Community Support

What version of LabVIEW first included Bundle by Name and Unbundle by Name?

What version of LabVIEW first included Bundle by Name and Unbundle by Name?
Allen Weekley

I am auditing software that was originally written a long time ago by someone who is long gone from the company. In a discussion of this, someone offered the theory that Unbundle by Name did not exist in LabVIEW 4.0 as an excuse for one aspect of the poor programming style. I couldn't remember for sure if LabVIEW 3.0 had Unbundle by Name. The question was merely academic.
There was at one time a chart comparing features of different LabVIEW versions somewhere on the NI web site. Anyone know where it is located, if it is still there?
Allen

After IOS 8 update, the screen is jerky and the response time is really, really slow... Using a PC to submit this!

Is there a solution to a jerky screen and a slow response time after updating to IOS 8?

Try some basic troubleshooting:
(A) Try reset iPad
Hold down the Sleep/Wake button and the Home button at the same time for at least ten seconds, until the Apple logo appears
(B) Try reset all settings
Settings>General>Reset>Reset All Settings
(C) Setup as new (data will be lost)
Settings>General>Reset>Erase all content and settings

Problems with n8-response time , stability and use...

ive been using n8 for a couple of months now and some times i really think this can do better
the text editor for messages has the keyboard options just bellow space. i so want that to change because space is a very frequently hit and if i type fast then almost always end up getting the keyboard changed to qwerty .i use alpha numeric off course but why cant this be the same as the s60 one....used to work great on my 5800
2nd the response gets annoyingly slow if i hit the applications folder
and again by instinct i end up pressing it double and entering the video editor. i know it can be optimized and would love to see it in the update cause its a matter of quick response. applications and folders should open quick and stability still needs work after the 2 minor updates nokia gave
3rd its not stable. some times the notification widget stops notifying although there have been missed events. the WLAN connection widget is bonkers , i was at home and it was showing connection to my uni's AP which is miles away. and it has a mind of its own. also the connection is some how suspended and pages just wont open,same in the case of ovi store. Nokia need to fix that
if nokia just work on the interface so the fone just flows with fingers then its a damn good fone. im having issues but dont want to let go of it
camera is great but the interface needs work
symbian3 is new and the is room for a lot of improvment

the N8 is a great phone and I'm happy whit it but I must agree with the 2nd part....the respons is sometimes really slow but not painfully and it's really not that offten..
and I fully agree what you said about camera interface, the camera itself is a great, picures are great in the dark sometimes can be better but the interface is not that good and the cameraphone as N8 shuld have a interface that match camera
sorry but bad english

I just got a new ipod 5 and when I plugged in the charging cord that came with it, it says it is not supported, and may not charge. It worked the first few times, but now it won't charge at all.

I just got a new ipod 5 and when I plugged in the charging cord that came with it, it says it is not supported, and may not charge. It worked the first few times, but now it won't charge at all.

- See:
iPod touch: Hardware troubleshooting
iPhone and iPod touch: Charging the battery
- Try another cable. Some 5G iPods were shipped with Lightning cable that were either initially defective or failed after short use.
- Try another charging source
- Inspect the dock connector on the iPod for bent or missing contacts, foreign material, corroded contacts, broken, missing or cracked plastic.
- Make an appointment at the Genius Bar of an Apple store. The cable as well as the iPod, is covered by the warranty.
Apple Retail Store - Genius Bar

Version 7.4 First Response Time and TIcket Close Time Metrics

Similar Messages

Maybe you are looking for