Frank, I did a customization a while back to perform detailed time tracking in Incident Management. I used the OOB functionality for the most part that is used in the Assignment Log in the Assignment tab. Within the customization, I hid the Start/Stop clock as it's kind of useless since it stores that time data in the HPD:Help Desk form but not the form that holds the Assignment log information (forgot the name of the top of my head). So, when you click the Assignment log, you can put detailed time info in. Unlike Change Management, you can't put any other details on what that time was spent on. So the customization was to add a drop down in that dialog form for the Assignment log and in the push action for the time, to push that data to a custom field on the form that holds all the time segments. Then, you can easily report on just that form and pull all that data. Within my customization, I was pushing to a separate form that was used to aggregate time and SLM information but that's just extending it further. Hope this helps you or at least points you in the right direction. If you need more detail, just contact me offline.
-Tauf On Fri, Aug 1, 2014 at 9:03 AM, Frank Caruso <[email protected]> wrote: > ITSM 764 sp2 > > End users want to be able to track detailed time on work spent resolving > issues. What ITSM provides OOTB on the incident form does not work as it > does not allow users to categorize time spent on items such as travel, > waiting for parts, diagnosis, weather delays, etc. They would like to track > this for scheduled and unscheduled events against assets. I know there is > an outage tab on each asset form and I could add a way to add work line > items to track time details. I could also see adding a similar feature to > the incident/work order form where users could detail time spent on a > request. > > Anyone have thoughts on how/where to handle this type of request? > Maybe there is something else in ITSM that would allow this type of time > detail to be tracked? > > Thank you > > Frank > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > -- *Tauf Chowdhury* _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
