Did you check the incident audit log? You can calculate the amount of time the ticket is in pending status from there.
On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote: > > Ladies and Gentlemen; > > I'm looking for a field or place to grab the Incident Business Time > Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) > that the ticket is in "Pending" 'Status'. > > I've found in the Incident Assignment Log form, the field 'Business Hours > Duration (Sec)'. If I do a sum on all assignments related to the Incident > Number, I can get the total seconds that the ticket was open. I need to be > able to subtract the amount of time that the ticket was in "Pending", like > the SLM module would use to determine if an SLA was met or missed. I've > spent considerable cycles looking for a place to grab the data from a field > in SLM, but can't seem to find it. > > Anyone, have a suggestion for a place to look, or a formula to use to get > the desired result into a report??? > > Thanks; > R > > _______________________________________________________________________________ > > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
