INC_PERFORMANCE TABLE - CREATE TO FINAL RESOVLE DISCREPANCY

Summary

INC_PER TABLE SHOWS CREATE TO FINAL RESOVLE SHOW CORRECT DATE WRONG AGENT

Content

 

Agent X - closed incident 10/13/2020 Customer - updated incident Agent Y - closed no survey 10/21/2020 INC_PERFORMANCE TABLE - Create to Final Resolve interval; shows Agent X as agent who closed the incident (incorrect) and shows the Interval End Date if 10/21/202 (correct)  Do we have a setting/data issue or am I not understanding the  Type 4 - Create to Final Resolve: Interval Start: when an incident is created Interval End: when the incident is set to a Solved status type If the incident is re-opened, the interval will be removed and added again when it is solved again, using the final time as the end time. There will never be more than one type=4 interval per incident. The action_cnt field counts the total number of responses sent for that incident. The inc_performance.solved field will be set to 1.