Hi,

We currently have a two tier level of support where cases will be escalated
from our Service Desk Team to our Technical team. what we'd like to do is be
able to monitor how long the case has been within the technical team and
worked on before being passed back to the Service Desk for closure.

Has anyone else come across this problem before and if so how did you manage
to overcome it?

Any help gratefully appreciated!

Many thanks,

Hi,

in my opinion, the best solution will be through plug-ins, there are new
events (messages) for queue entering and leaving and you can buildup
auditing solution on that level.

Also there can be much easier and simpler solution if someone challenged
this problem before.

Erik

Mark Davies wrote: