Do you mean by creating SVT's to track the time? Yes It can be a solution maintaining the product OoTB. IMHO I don't like to use SLM to make measurements that are not really a SLA or OLA. Our users get confused when looking at the measurements for an incident and see all this info.
Regards, Jose Manuel Huerta http://theremedyforit.com/ On Tue, Aug 21, 2012 at 9:50 PM, Goodall, Andrew C <[email protected]> wrote: > 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" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
