Assuming you have response and resolution SLAs and use the SLM engine then use the Helpdesk_SLA join. This will provide elapsed time if the relevant SLA (at least since the last update). Search using the submit_date and pump into Crystal reports or Excel for a breakdown
Stuart Schon Service Desk Systems - Manager Fujitsu Australia Limited From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Roger Justice Sent: Tuesday, 23 July 2013 3:51 AM To: [email protected] Subject: 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]> To: arslist <[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"
