Hello. I'm running ITSM 2.0.2 and am trying to capture Incident Repair and Recovery Time using ticketfreetimekey3 and 4. I have placed them on the addtlITSMFields view and I can change the dates and times and those are reflected in the ticket view. What I can't figure out is what to do with the times now that I have them. I would have assumed some algorithm that subtracts Recovery Start Time from Repair Start Time for total Repair Time and then Incident Close time from Recovery Start Time for total Recovery Time. But I can't figure out how or where to do that, without fairly sophisticated coding. There is a stat for average incident solution time that captures the entire lifecycle of the ticket but if there are delays in updating and closing the ticket the time will be skewed. For example a Desktop Agent goes into the field office with 5 tickets to resolve. The Agent cannot update the ticket until they return to the home office So all of the travel time and time working on other Incidents would be included in all of the tickets, which we don't want. So I want to use the above fields for the Agent to populate when they get back to their desks and accurately record time spent on repair and recovery. Any thoughts on how to calculate or configure this? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular [email protected]
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