Hi folks, I am trying to find out if it's possible to build reports on the
Incident form records to measure response time and resolution time of tickets
PER assigned groups and persons on each ticket.
I say PER to emphasize the fact that I need to account for the fact that a
ticket may pass through several individuals/groups, in which case each
group/person will have a separate duration the ticket sat on its queue.
Basically, I need data that captures timestamps of Status and Assignee field
changes.
Out of the box, is there enough data captured in the 7.0.x application to be
able to generate this kind of report?
Just the fields on the Incident form will not suffice, as a ticket may, in
theory, pass through unlimited number of groups/persons. I thought previous
assigned group/individual were captured in hidden fields, but I may be thinking
of previous verisons of the app. If these exist, I will at least have history
going back to one assignee, (but not time info).
Does the "HPD:HelpDesk_AuditLogSystem" form help? At the moment, I don't have
an ITSM 7.0.x system (or any ARS system) to look around, so I can't check the
way fields are laid out on this form.
TIA.
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