This form has some of the information I am looking for:
HPD:Help Desk Assignment Log
Each time assignment on an Incident changes, this form gets a record. This is
good.
I am still looking for status change data, because although its nice to report
on how long ticket sat on a group/person's queue, it's nicer to be able to say
how long each person/group took to "respond to it", how long to dispose of it
(resolve or reassign), and also how long it sat on certain pending status
values (so that these durations can be subtracted).
Form "HPD:HelpDesk_AuditLogSystem" has audit info on many fields, but data is
not in a reportable form.
I wish I could have my own code/forms to capture the data I need for metrics,
but I can't. So, I will keep looking.
--- On Mon, 1/31/11, kimberly.sant...@oracle.com santana
<kimberly.sant...@oracle.com> wrote:
> From: kimberly.sant...@oracle.com santana <kimberly.sant...@oracle.com>
> Subject: Re: Incident 7.0.x form, Out of the Box. Report based on
> Status/Assignment changes?
> To: arslist@ARSLIST.ORG
> 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.
> >
> >
> >
> >
> >
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