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How do you track and measure initial response times to new service requests?

edited Oct 19, 2012 9:34AM in Using the My Oracle Support Portal (MOSC) 8 commentsAnswered
 Hello,Is there an easy way to track and measure initial response times to new service requests?  Contractually "reasonable efforts are made to respond to Sev 1 within one hour" however, I'd like to be able to track and measure the exact initial response time.  Previously I was able to view the exact time the note was added into the SR, but now it only shows as a general time frame, such as "24+ hours ago."

Any ideas?

Thanks,
Greg
Supplier Performance Manager


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