We are looking into upgrading our Remedy server and ITSM applications this year to 7.X. One feature that our users are now asking for is a way to track total time spent on incident tickets and they need a way to determine when the user entered in the time spent on a ticket.
Some of our users use Planview to track the time they spent on Remedy tickets per day and by week so when a user puts in that they have worked 1 hour on a ticket on one day and 2 hours on a different day, management wants a way to be able to verify that the time they entered in Planview is the same as the Total Time Spent that they entered into Remedy. We do not have environment up and running with ARS 7.X and ITSM 7.02 so all I can determine with this is based on the Incident User Guide which seems to indicate that there is an Assignment log with records in a "Assignment Log" form being created for the ticket. Does anyone know if this is true? And if so, are there reports that come with ITSM 7.02 that can report against a join between Incident and this "Assignment Log" form? Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
