One way would be to create a tracking form to track status changes. Sort of an audit or history trail.
HTH, Roger A. Nall Manager, OSSNMS Remedy T-Mobile USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of DJHuang Sent: Thursday, September 27, 2007 11:20 AM To: [email protected] Subject: Need a way to measure the duration of pending status without SLM. ** Hi Listers, I would like to find a way to measure or calculate how long the incident ticket stayed under status "Pending". AFAIK, there's only a time stamp when a ticket enters pending, such as Status History.Pending.Time but not for exiting pending. I've managed to calculate how long it took from "New" to "Resolved" for resolution time but still need to remove the pending duration. Is there anyone could kindly give me a hint or a approach how to do it? Thanks. DJHuang __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
