I believe the SLA/OLA Pause Time (DownElapsedTime) is meant to include the excludes and the outside of business time window if you are using a business schedule in the business entity definition of your SLA/OLA.
In SLM:Measurement SLA Due Date = SVTDueDate SLA Goal Time = GoalSchedGoalTime SLA Used Goal Time = UpTime SLA Pause Time = DownElapsedTime <---- this should contain the time outside business window and anyother excludes added to terms and conditions e.g. we exclude pending status for incident resolution sla. SLA Missed or Met amount = MetMissedAmount. In SQL it would be something like...(this is straight without my own functions to resolve date and enumerated fields to real values) SELECT HPD.[Incident_Number] ,SLM.[SVTTitle] ,SLM.[MeasurementStatus] ,HPD.[Last_Resolved_Date]-HPD.[Submit_Date] As TimetoResolvedSecs ,SLM.[OverallStartTime] ,SLM.[OverallStopTime] ,SLM.[GoalSchedGoalTime] ,SLM.[UpTime] ,SLM.[DownElapsedTime] ,SLM.[MetMissedAmount] ,SLM.[SVTDueDate] ,HPD.[Last_Resolved_Date] FROM [dbo].[SLM_Measurement] SLM WITH(NOLOCK) INNER JOIN [dbo].[HPD_Help_Desk] HPD WITH(NOLOCK) on SLM.[ApplicationUserFriendlyID] = HPD.[Incident_Number] where SLM.[Data_Source___App_Form] = 'HPD:Help Desk' and SLM.[GoalCategoryChar] = 'Incident Resolution Time' and HPD.Status >= 4 order by HPD.[Incident_Number] 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: Wednesday, August 22, 2012 9:59 AM To: [email protected] Subject: Re: Finding: Incident Business-Time Duration, minus Pending Status time 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 >>> >>> _______________________________________________________________________________ >>> >>> 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. 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