This suggestion is possibly realistic, however the amount of coding to
parse out the Pending time is a vast effort.
Any other ideas other than creating a custom form specifically for
tracking business time and pending time for every Incident modification?
R
Quoting patchsk <[email protected]>:
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"
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
