Hi there, the organization I'm assisting has defined a policy for each supplier and has decided to use the Requester Wait Time metric. The external personnel, though, doesn't have access to the ticketing system and interacts solely through emails. This means they are not notified for a new ticket that falls within their policy and cannot actively move a ticket to the Solved status. As a result, their Requester Wait Time is very poor, because it takes into account some internal inefficiency too.
It looks like the whole ticketing process was designed with a scenario in mind in which internal and external personnel interact on a daily basis and where the externals are allowed / forced to, for example, set a ticket as solved.
Is it right?
