Well, after reading some, it looks like I just need to do Application-Bus-Time2-Add command.
I think that I will need to do a set fields to set Req Resolution Date/Time = Application-Bus-Time2-Add "$TIMESTAMP$" ["$tmpResolution Time$" ["Minutes" ["$Organization$$Severity$"]]] The way I'm setting up the business time, is that each organization we support can have a different hours of support based on the severity of the ticket. So, for each org we support, we'll enter a bus time workdays entry with a segment of OrganizationSeverity. So, if we supported Microsoft, and had severities of Low, Med, High, we would have the following entries in the Business Time Workdays form: MicrosoftLow MicrosoftMed MicrosoftHigh Then I can just pass the org and the sev to bus time calcs. Does this look like it would work to you all? Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company ________________________________ From: Gary Opela (Corporate) Sent: Thursday, July 31, 2008 11:21 AM To: 'arslist@ARSLIST.ORG' Subject: Business Time question I'm new to business time, but it looks pretty straight forward. I am reading up on it, but thought I'd poll the list while I read (and took a lunch). I have a tmp field I'm setting on my help desk form when a ticket is created. That field, called tmpResolution Time, stores the resolution time for the customer, based on the severity. So, let's say for company A, for a severity Low ticket, they have a resolution time of 480 minutes. I have a field called Req Resolution Date/Time. This is a date/time field. I have a filter that will set this field to the $TIMESTAMP$ + (tmpResolution Time * 60), which will give me the resolved date. I need to, however, use Business time to only factor in supported hours. What command would I use to substitute the (tmpResolution Time * 60) part of the equation above to only factor in supported hours. If the ticket was created at noon, then I don't want to show 8PM as being the required resolved time, if the support hours end at 5:00. It shouldn't be until 3 hours into the next day that it shows. Any help is greatly appreciated. Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
