Hawa:
1)
"Status History" fields do not physically exist on the
main form. In the database, they are stored separately
on the "H" table, not on the main "T" table where
other fields are.
In Remedy workflow, you can reference them as you have
done in Remedy Admin in filters, active links or in
Remedy User in the field list when you are doing
searches...as if they exist on the form, but you can't
see them on the form.
3)
Your filter qualification makes the filter fire when
the ticket is created for the first time, because
'DB.Status' is Null at that time. So your calculation
at that time results in negative value.
Try this qualification:
( 'DB.Status' = 'Assigned' OR 'DB.Status' =
$NULL$)
AND
'Status' = "Work In Progress"
Then the filter will fire if the ticket is created
with Status=WIP -or- after it is created, some time
later its status is changed from Assigned to WIP.
I don't know how often you write Remedy code, but if
you will be doing any more coding in future, you
should spend some time reading the standard manuals to
learn the fundamentals.
Regards.
--- Siti Hawa Bee SHAIK FARID
<[EMAIL PROTECTED]> wrote:
>
> Dear Listers,
>
> I had created an integer field called Response
> time(Min) in HPD:helpdesk
> form. I would like to measure the duration takes
> when the case was set to
> Work In Progress.
>
> 1) Problem: I was unable to locate the field that
> has TIMESTAMP for Work in
> Progress. The only field I can see was Create Time,
> Arrival Time, Assigned
> Time and Resolved Time.
> Workaround : Happened to see this field from the
> drop down field. I used
> this field instead Status History.Work In
> Progress.TIME from the
> HPD:Helpdesk form. But physically still unable to
> locate it in the form. I
> do not know what format this time was stored as. Can
> only view it from User
> Tool -> View -> Status History
>
> 2) Problem : Wants to know the duration of the case
> from Status Assigned to
> Satus Work In Progress
> Workaround : Create a filter to Execute on (
> 'DB.Status' != 'TR.Status') AND
> ( 'TR.Status' != $NULL$ )
> Set Field : Response time(Min) =
> ($Status-History.Work In Progress.TIME$ -
> $Create Time$) / 60
>
> 3) Problem :
> My assigned Time shows = 05 Apr 2008 14:21
> From Status History WIP = 05 Apr 2008 15:04
> Result from the filter created above gave me this
> result = -18,408,768.00
>
> Is there anything wrong with the calculation done in
> the filter I created
> above? I just minus the difference from both TIME
> field. Why it resulted in
> negative value?
>
> Your kind advice pls. I'm kinda stuck here. Argh!!!
>
>
> AR Sytem 6.3
> Helpdesk 6.0
> SLA 6.0
>
> Regards
> Hawa
>
>
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