I was hoping to be able to monitor alert acknowledgements via an SLA-type structure but can't see how.
Current Setup
The event comes in creating alert in Operations
Alert creates an issue in JSM, reporter is the system.
Out of hours, on-call person is called, and when answered, the On-call agent acknowledges alert on call
In hours, by accessing the Alert and acknowledging it.
Want
Report %age of Alerts acknowledged within the SLA based on priority
The only way I can see to monitor alert acknowledgement SLA, is for the agent to make a customer response in the ticket, which means, out of hours the agent has to go online and update the ticket.
A note is added to the ticket, when the alert is acknowledge, but it doesn't appear to be considered a customer reply for the the response SLA
Any suggestion/ideas greatfully received
