Hi, pretty sure that the original question was a way to find out the duration of an Incident without the time spent in pending (not track the time it spent in Pending).
As mentioned by Andrew, the SLM module can handle this with the Start/Stop/Exclude parameters. There is nothing OOB that can track this via the Audit Log, etc as they do not track the time spent in Pending. Cheers Carl http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Jose Manuel Huerta Guillén Sent: 21 August 2012 20:56 To: [email protected] Subject: Re: Finding: Incident Business-Time Duration, minus Pending Status time ** 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/ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
