The resolution time metric looks at two times within a ticket: first resolution time and full resolution time. Ideally, the times are ________
a. Always the same
b. Never the same
c. Increasing over a time period
d. Decreasing over a time period
A.The first resolution time is the time between ticket creation and its resolution. Technicians close the ticket when they resolve it, and in most situations, they never open it again. If the ticket is never opened again, the full resolution time will be the same as the first resolution time. However, there are many situations in which a technician closes a ticket but someone later reopens the same ticket.
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