I wouldn't assume that the user creating the report is using the correct fields. I'd recommend that you and the user identify what fields off the usertool you want to report on. Then I'd bring up the form in the admin tool, look up the database name for the fields that you want and make sure the user creating the report is using said fields. After that I'd check to make sure she's correctly converting the time if you're not using Remedy's ODBC driver. Hope that helps.
Ben Cantatore Remedy Administrator Avon (914) 935-2946 Katherine Hoffner <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 07/18/2007 11:56 AM Please respond to [email protected] To [email protected] cc Subject Re: Resolved time of Tickets ** Thanks Jon.. I did look it up as you said and the hrs look correct. But when a report is run and the " hrs to resolve" shows up the time isnt correct. I have a ticket that the Crtl H says 2 hrs and the report says 9 hrs. The user that is creating the report says that the hrs to resolve wasnt chosen but is part of the Resolved field. This is where I cant figure out the problem. I didnt remember the ctrl h and that at least confirmed that the time was correct for the ticket...just not being reported the correct time. On 7/17/07, Jon Chau <[EMAIL PROTECTED]> wrote: ** Hi Katherine, It depends on if you have workflow setting the particular field in question or not. The field that will give you the proper time when the case was last placed in a "Resolved" status would be called something along the lines of 'Status History.ResolvedTime'. You can view this value from the user tool by hitting control-H when you have the record open. Hope this helps, Jon On 7/17/07, Katherine Hoffner <[EMAIL PROTECTED] > wrote: ** Hello Group. I have a weird issue with the Resolved time. I will have tickets that are resolved within a minute or two and the resolved timestamp will show 8.46 and 1.06. There doesnt seem to be any consistence with the numbers. When tickets are resolved where is the time being pulled from? -- Katherine __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ -- Katherine __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
