All,
I think that the field I was looking for is called UpTimeChar on the incident
is closed. I think that this will only show the total time the incident was
worked, minus pending, holiday schedule and non-working hours. However, that I
need to verify.
With that said have a great weekend,
Howard
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Friday, January 17, 2014 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] [EXTERNAL] Reporting MTTR in ITSM 7.6.4 from SRM?
**
Howard:
I can tell you that we measure MTTR using the Business Hours Duration field
from the Assignment Log form. But I can't tell you whether that value gets
calculated excluding the time spent in Pending status or not. And you have to
be a little careful with it, at least if you build your reports in Analytics.
If you bring in any element with a many-to-one relationship to the ticket (such
as Work Info or both resolution and response targets from SLM), it can end up
incorrectly doubling the value for MTTR in your report.
Dunno if that helps you or not...
Most of the data in the SLM portion of the incident ticket comes from
SLM:Measurement. If what you are looking for exists specifically within SLM,
it's probably in there somewhere.
Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.govmailto:nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Thursday, January 16, 2014 7:14 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: [EXTERNAL] Reporting MTTR in ITSM 7.6.4 from SRM?
**
Hello all,
I am looking for a way to report MTTR of incidents with excluding the time for
which it was in PENDING status.
I think that that data is held some place on an SLA form/field, however, I
cannot find it.
This is because when you open the SLM Status details (from a closed incident)
one of the fields displayed on the Related Service Targets from now says
Completed Time (in this case just 21 minutes). However, on a open incident
(that is in progress) it shows Time Until Due (in this case 165 hr and 49 min)
So I am asking:
One am I correct and this would give me the correct MTTR without time in
pending?
Two anyone have an idea where this form/field is?
As always thanks,
Howard
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