Thanks Kimberly. That rings a bell. Now I have to get my hands on a live system and poke around.
--- On Mon, 1/31/11, [email protected] santana <[email protected]> wrote: > From: [email protected] santana <[email protected]> > Subject: Re: Incident 7.0.x form, Out of the Box. Report based on > Status/Assignment changes? > To: [email protected] > Date: Monday, January 31, 2011, 6:08 PM > Oh Boy, yes there is. > > Open an INC. Navigate to Advanced Functions>Advanced > Search>Search > Incidents by Assignment Logs > > There is a slew of information. OOB some tabs may be hidden > so make sure > you are an admin looking in. > > Best way to get to know it, create some test tickets and > kick the tires. > > HTH > > Kimberly Santana > > > > On 1/31/2011 5:57 PM, Rabi Tripathi wrote: > > 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. > > > > > > > > > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives at > www.arslist.org > > attend wwrug11 www.wwrug.com ARSList: "Where the > Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers > Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
