Configure Response Event in Issue Lifecycle for Reporting

A Response Event is a status that indicates the agent has responded to the issue. Responses are associated with Service Level Agreements (SLAs) in that SLAs usually have a Response Time requirement. Configure the Response Event by selecting active statuses that mark the issue as having been responded to. This configuration is used in the Executive Dashboard and other reporting features in BMC FootPrints Service Core.

To configure the Response Event in Issue Lifecycle for reporting:

If you are not already on the Statuses administration page, select Administration|Workspace from the BMC FootPrints Service Core toolbar, then select Statuses from the Fields section of the workspace administration page. The Statuses administration page is displayed.
Statuses that have been configured as Active statuses in the Configure Issue Lifecycle for Reporting section of this page are displayed in the Configure Response Event in Issue Lifecycle for Reporting lists. Select statuses, one by one, in the lists and move them to the appropriate list using the arrows. The lists are:

Active and Responded—The issue is in an Active status and has been responded to by an agent.
Active and Not Responded—The issue is in an Active status and but an agent has not responded to it.

Continue by configuring the Configure Issue Lifecycle Time Measurements for Reporting.

You are here: Chapter 7: Configuration and Administration > Workspace Administration > Fields > Configure Response Event in Issue Lifecycle for Reporting