Mark, On 7.6, you need to configure pending status as an exclude condition when building service targets on SLM.
The SLM link on the left hand side on the best practice view opens a pop up that shows the due date and time. Regards, Karthik On Feb 5, 2013 10:30 PM, "Brittain, Mark" <[email protected]> wrote: > ** > > HI All,**** > > ** ** > > Back in the day of 6.3, on a custom form called Trouble Ticket I had built > some workflow that would capture the number of minutes the ticket was in a > Pending status. Then I could calculate Closed Date – Create Date – Pending > Minutes =Time-to-Close**** > > ** ** > > In ITSM 7.6 I am pretty sure that Pending time is subtracted out during > the SLA calculations. In the Incident is there a field that either holds > the Pending Minutes or holds the Time-to-Close? I would really hate to > replicate what I did in 6.3 and then later find out it was already there.* > *** > > ** ** > > Thanks**** > > Mark**** > > ** ** > > *Mark Brittain* > > Remedy Developer**** > > ITILv3 Foundation**** > > *NaviSite – **A Time Warner Cable Company* > > [email protected]**** > > Office: 315-453-2912 x5335**** > > Mobile: 315-882.5360**** > > ** ** > > ------------------------------ > This e-mail is the property of NaviSite, Inc. It is intended only for the > person or entity to which it is addressed and may contain information that > is privileged, confidential, or otherwise protected from disclosure. > Distribution or copying of this e-mail, or the information contained > herein, to anyone other than the intended recipient is prohibited. > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
