Metrics PST Ticket ResponseExplanat

Metrics PST Ticket ResponseExplanation/Definition: HP submits/escalates tickets to the sites (does not have to be a 'new' ticket), requesting various actions to be taken or data/info to be provided. These actions can include anything from implementation of a time critical patch or hotfix, request for information/clarification on an issue, replacement of hardware, adoption of a routine toolset release or other required actions/requests.Scope: Includes tickets with “Critical” or “High” severity (those with “Medium” or “Low” are NOT included in the assessment) that require site action/response at any point during the ticket’s lifetime when the ticket is set to a “Info Requested” state. This includes tickets that are submitted initially to the site, as well as tickets that are sent back to the site for more information/data. For the purpose of this measurement, the ticket response time equals the time the ticket is given (or re-given) to the site (time entering “Info Requested” state) until the time the site responds, and the ticket enters (or re-enters) “In-Progress” state.Measurement Criteria: Each ticket would be ‘graded’ on its own. For instance, if HP has submitted 10 tickets to a given site during the reporting period, GIS would ‘grade’ them on each of the 10 tickets, and then average the grades together to get a ‘composite’ grade. This method will reduce the impact of an outlier, but will not eliminate its impact totally.