Yes Andrew, we are using the SLM module. We've spent considerable
time trying to determine where the fields are located in SLM.
We believe we should be able to create a Join between HPD:Help Desk
and SLM:Measurement to capture our report. We are needing Meantime to
Resolved, accounting for Business Time, and minus Pending time. The
fields we would need to include from SLM:Measurement are not intuitive
to us, however.
We've determined that it may be easier for us to create our own Custom
form (similar to IncidentAssignmentLog) that would hold the Duration
Seconds and also accumulate the Pending time. From there, we could do
the math and create the Join to HPD:Help Desk.
We're still open to other suggestions, however. Has anyone been able
to create a similar report with accurate data?
Thanks all, good feedback thus far;
R
Quoting "Goodall, Andrew C" <[email protected]>:
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
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