Jameka: The acknowledgement is the tricky part if you don't have Analytics set up, because the Responded Date field doesn't get populated in all cases. And like Roger says, it depends on how you define acknowledgement at your site. For us, we set up Response targets in SLM based on the ticket's priority, which is how we would define acknowledgement - whether the response happened within target time for the ticket's priority. If you have set up SLM with targets for Incident Response Time, I can give you a suggestion for how you *might* be able to get you the information you want using BIRT reporting (or Crystal, if you are licensed for that).
There is a trick to getting the resolved date via the HPD:Helpdesk form, too, if you start with advanced searches and want to run reports in the AR System Report Console. The Last Resolved Date field is not visible on the list of fields you can query in 7.6.04, but you can just manually enter 'Last Resolved Date' in your qualification and it'll query using it. Then if you need to actually SEE the Last Resolved Date in your report, you'll need to make sure you create an AR System report or a BIRT report. I know for sure it's not available for Web reports - I don't know about Crystal. Hope this helps, Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA [email protected]<mailto:[email protected]> ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Roger Justice Sent: Monday, July 22, 2013 11:51 AM To: [email protected] Subject: [EXTERNAL] Re: Advanced Searches in ITSM Incident (UNCLASSIFIED) ** You would need to query the Status History field depending on how the customer acknowledges the Incident. -----Original Message----- From: Ratliff, Jameka L CIV USARMY INSCOM (US) (US) <[email protected]<mailto:[email protected]>> To: arslist <[email protected]<mailto:[email protected]>> Sent: Mon, Jul 22, 2013 1:43 pm Subject: Advanced Searches in ITSM Incident (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: My Default Caveat All, Our customer is requesting statistics from Remedy. We do not have our Analytics currently installed. Is there a way to query Incident Management for number of tickets submitted, acknowledged within 12 hours and resolved within 48 hours? Thanks, Jameka ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 Window 2008 - 64 Bit MS SQL 2008 R2 IIS/Tomcat MidTier 7.6.4 SP 4 Classification: UNCLASSIFIED Caveats: My Default Caveat _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org/> "Where the Answers Are, and have been for 20 years" _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"
