Question

Can transfers between departments and the duration of work of each department be tracked?

Answer

Yes. OLA is assigned to groups, and for a request, you can view OLA metrics for each group it was in. This helps to analyze internal deadlines and obligations of departments.

Transfers between departments can be tracked by group change events. If a separate counter is needed, it is set up using automation; the approach is similar to tracking the change of responsibility.

For the complete route of a request and the duration of each stay in a department, the transition history is used: entry into the group and the next exit from it. Such an end-to-end report is set up separately. OLA metrics and pure time spent in the group should be shown as different quantities.

Details: Managing OLA Policies · Event Codes in Swarmica · How to Calculate Handover Rate — the transfer rate, the index of 'soccer' of the request?