Are you using the OOB report for Case Age which includes "Time to Resolve"? If so, I'm pretty sure that report uses the field "hours to resolve" to calculate reported value and we had to get a fix for that field (I think it may have been related workflow) when we first implemented 6.3 last year. I might be able to dig a little further to find that fix, unless this rings a bell with others.
Julie Kanakanui Remedy Administrator/Developer Information Technology Services University of North Carolina at Greensboro [EMAIL PROTECTED] "Wheeler, Dylan" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 07/23/2007 12:29 PM Please respond to [email protected] To [email protected] cc Subject Re: Resolved time of Tickets ** We're on ARS 6.3 here and we've always had problems with the OOB resolved time. I ended up just making my own date/time field and using a filter to stamp it when the status was set to resolved. Used that one for my calculations and reporting instead of the system one. Dylan -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Katherine Hoffner Sent: Monday, July 23, 2007 8:43 AM To: [email protected] Subject: Re: Resolved time of Tickets ** I have called the BMC helpdesk about this issue and they dont have an answer. I am not sure how to fix my issue of the "time to solve" tickets not showing the correct time. I am going crazy. It doesnt help that my manager wants this fixed yesterday. thanks. katherine 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 -- Katherine __20060125_______________________This posting was submitted with HTML in it___ This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
