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📖 How to create Timer and configure it step-by-step

📖 How to create Timer and configure it step-by-step

In this guide we will create two timers that will track the time of the first response and time to resolution.

 

Time of the first response:

  • The time will be calculated according to the working calendar.

  • The timer will count 3 hours from the moment the task was created.

  • The timer will stop when answering or taking a task to work.

  • The timer can be paused by putting the task in Hold status.

 

Time to resolution:

  • The time will be calculated according to the working calendar.

  • The time it takes to resolve the request will depend on the priority of the task.

    • Priority Lowest - 144h

    • Priority Low - 72h

    • Priority Medium - 36h

    • Priority High - 18h

    • Priority Highest - 9h

  • The timer can be paused by putting the task in Hold status.

  • The timer is fixed when you close the task or set the resolution.

  • The timer restarts when the resolution is removed

 


 

1. Create fields

Create two timer field with names “Time to first response" and “Time to resolution".


Set the screens and contexts on which you want to see the timer. We will configure the field in detail later.

 


 

2. Open All Timer Configs

  • go to {baseUrl}/secure/jibrokAllTimerConfigs.jspa

    • or open with admin search (gg + "All Timer Configs")