SLM can handle this - do you have the SLM module? Regards, Andrew C. Goodall Software Engineer Development Services [email protected] jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Ray Palla Sent: Tuesday, August 21, 2012 2:47 PM To: [email protected] Subject: Re: Finding: Incident Business-Time Duration, minus Pending Status time 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" The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
