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resolution times

Posted: Fri Aug 16, 2013 12:52 pm
by Pozz
Hello,

Recent we ran into a situation where an outage occured, but no exact time was available. It happened at some point in the night when the main service desk team was not in office. When they arrived many hours later, the issue was diagnosed.

As a general rule, should we record the outage time from the (uncertain) time of failure - or from the time of recognition by the service team?