We have many different departments that function according to their own rules, so one global setting on this is not enough. Also, I wish the rules for when escalations are sent were not completely global, but could be defined by group. This confuses request metrics and accountability for each request getting handled on time. The linking feature is misleading in that it will show activities from the Master on the copy request, but the copy request maintains independence of request status. The series function in charting is very unclear, as to what one might expect to appear on the chart. The charting and linking features both function in ways that are problematic. Cons: The fact that the reporting engine cannot recognize the difference between week days and week end days, while the main software can, means our reporting on response times is off.
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