We are unable to get the exact Turn around time for defects , which is impacting our SLA monitoring as part of prod support.
In Octane currently we find a field 'Days in Phase' which says for how many days a defect is there in a particular stage/phase .
However our requirement is different. We need the below:
Case 1. For Blocker and Critical defects , (our support is 24*7) , hence we need the TAT to be calculated considering
How long the defect is assigned to our team
lets say :
- Defect is raised by Client
- defect is assigned to us ,
c.then moved back to Client for additional information and
d.then again assigned to us and
- then fixed by us
- Then assigned back to client
So ideally the TAT hours should be the cumulative hours it was assigned to us i.e. b+d+e
Case 2 . For High, medium, low defects (our support is 10am to 6pm IST), hence the TAT needs to be calculated likewise , and also weekends and other holidays should not be counted under TAT hours
- A ticket is raised on Friday at 4 pm and assigned to us
- We worked on the defect on Monday and assigned back to Client at 12pm on Tuesday
So TAT hours should be 2hrs on Friday(4-6pm) + 8 hrs on Monday + 2hrs on Tuesday(10am-12pm) = 12 hrs
For catering to these requirements we need a custom TAT field to setup by Octane admin team .
Please let us know if the requirement is clear , else we can setup a quick call to discuss.