Hi Mark, You will need to do the following.
1. Create a date time field to hold the d/t a call is placed into Pending 2. Create a date time field to hold the d/t a call is taken out of Pending 3. Create an integer field to hold the time a call is in pending in seconds 4. Create an integer field to hold the time a call has been worked on in seconds 5. Build workflow that calculates the amount of time a call has been in pending, in seconds, when it is removed from pending and place the result in field at 3. Adding it to what is already there. 6. Create a date time field to hold the d/t a call moves into WIP the first time if you don't have one 7. Create as 6. Above for when call is Closed 8. Create a char field to hold epoch time a call has been worked on 9. Create workflow to calculate the time between a call going into WIP and going to Closed and place the result in field created at4. 10. Create workflow to take the pending seconds from the work seconds and convert the result to hours and mins and place the result in the field created at 8. The field holding hrs and mins is used for display purposes and the field holding the time in seconds allows you to work out average fix times. If you work a 9 to 5 day don't forget to you business time to calculate time differences. This should give you an idea of where to go if you don't have the SLA module. Brian Bishop Goldstag Consultants Ltd +44(0)7973 746832 -----Original Message----- From: "Brittain, Mark" <mbritt...@navisite.com> Date: Mon, 19 Oct 2009 14:17:27 To: <arslist@ARSLIST.ORG> Subject: SLA time Calculations Hi All, Does anyone have a good way of tracking the work time of an issue? In my case the issue could be in a Status of Work in Progress, Pending or Closed. What I need to be able to determine is Closed-time minus Create Date minus Pending-time = Time-worked Status History does not work because the Status could go back and forth between Work in Progress and Pending several times during the life of the issue. Suspect this will get complicated but would like to keep this as simple as possible. ARS 6.3 patch 20 Thanks Mark ____________________________________________ Mark Brittain Remedy Developer NaviSite mbritt...@navisite.com<mailto:mbritt...@navisite.com> (315) 453-2912 x5418 (Phone) (315) 317.2897 (Cell) Reduce Cost of IT with Managed Hosting and Application Services from NaviSite. Visit www.NaviSite.com Today. ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
