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We’re excited to announce that the 2025 Community Recap is now available! This special recap highlights the amazing contributions and achievements of our members over the year and celebrates the collective success of our community.
Check your personalized recap to see the impact you made in 2025 and how your efforts helped shape our community’s growth and success.
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Thank you to everyone for your passion, collaboration, and support. Here’s to building an even stronger community together in the year ahead!
Tracking Support Case Time
Our goals are to track the initial time to resolve cases and the time it takes to close a case. There seems to be several NS-related issues that are preventing us from getting even close to being able to do this. Here are the problems we’re having:
1. NS "inital response time" and "time elapsed" fields do not ignore our non-working hours or non-working days. Any case submitted after hours will have all the time between then and 8:30am the next business day included into both fields. This fact makes it impossible to use any of the data even on some kind of "relative" scale because if a majority of calls are entered late Friday during one month and always in the AM during another month there's simply no good apples-apples comparison.