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After the request is handled, the response time and handle time can be evaluated, via several default reports on the Requests dashboard, based on the SLA times:
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1.4 Duplicate check
Automatic duplicate checks can be enabled, when a request is submitted. If a problem occurred in the main hall, where all employees pass by, it could be that more than one user creates a request with the same problem type, same building and same area. For example, if the service group receives 10 requests about the same issue, the first request is assigned to a service group responsible person. The other 9 requests are marked as a duplicate of the first request. The service group responsible now only has to follow up and handle the first request, instead of handling all 10 requests individually. After the first request is handled, the other duplicate automatically follow and are automatically handled.
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