Jose; Actually you could extract some usefull information from HPD:Help Desk Assignment Log, however you will have a bad time if you don't have the time segment entities defined for your support groups (most commonly you configure this while implementing SLM, if you have time segment and time entities defined probably could extract accurate information).
This form logs the assignment status and the assignee of a hpd record, but if you don't have time entities defined for your support groups, it measures time on a linear basis, this means natural time of the record, so in that case you could find how many time does record spent on assigned and with whom. I faced this so I've manually created a custom WF to override the assignment log features and track times different from how ITSM does, but I can make you the following recommendations: 1. Try to set up the business time entities (even if it's not part of your scope having SLM, this will allow you to measure times better). 2. Identify if existing WF from HPD:Help Desk form that pushes information into this form, is triggered on 'Status' = "Pending" (Guess there are two filters that uses this validation, I can't recall this). 3. If not, build a filter that pushes the pending status into the assignment log form, and you could start processing information from the Assignment log. Hope you find this information usefull. Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 P Please consider the environment before printing this email The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by replying to this message, and then delete it from your system. Thank you. Date: Tue, 21 Aug 2012 22:21:37 +0100 From: [email protected] Subject: Re: Finding: Incident Business-Time Duration, minus Pending Status time To: [email protected] ** 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/ _attend WWRUG12 www.wwrug.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"
