It calculates the amount of time actually spent on a ticket - like a timer functionality.. It isn't really the age of the ticket meaning time-stamp the ticket was raised minus the time-stamp that it was resolved.
So this functionality keeps the time that the support engineer(s) spent on the ticket, updating it. For all practical reasons, this information is near useless. It isn't really a true measure of 'hours to resolve' unless the engineer opens the ticket to update it at the time of working on it, and saves the update when the work he does while working on it is complete. This as we know is a near impossibility to achieve in a real life situation. Cheers Joe ________________________________ From: Salma Begum <[email protected]> To: [email protected] Sent: Thursday, February 5, 2009 1:05:01 AM Subject: "Hours to Resolve Field" in Incident management Reports Dear All, I have a question. When i generated remedy OOTB report for incident details. I could see a colum called "Hours to resolve" . What does this field do? How does it calculate the value. I found its giving wrong values. Do we require do to any other configurations to achive correct value , Please suggest. Regards, Salma _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
