Re: Need a way to measure the duration of pending status without SLM.

Hi Listers, Thanks for all the suggestions. I intend to give a shot at James' idea. Further more, I might create another integer field to hold the seconds in Pending status. When calculating, use I=I+x to accumulate the seconds in case ticket entered Pending more than one time. Thanks.

Need a way to measure the duration of pending status without SLM.

Hi Listers, I would like to find a way to measure or calculate how long the incident ticket stayed under status Pending. AFAIK, there's only a time stamp when a ticket enters pending, such as Status History.Pending.Time but not for exiting pending. I've managed to calculate how

Re: Need a way to measure the duration of pending status without SLM.

One way would be to create a tracking form to track status changes. Sort of an audit or history trail. HTH, Roger A. Nall Manager, OSSNMS Remedy T-Mobile USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM

Re: Need a way to measure the duration of pending status without SLM.

DJHuang You should be able to track it by adding a Date/Time field to the form and a Filter with a Set Fields action. The Filter would have a run if of ('DB.Status' = Pending AND 'Status' != 'DB.Status'), and the Set Fields would enter $TIMESTAMP$ into the newly created Date/Time field.

Re: Need a way to measure the duration of pending status without SLM.

I would add 3 fields. One for a start date, one for an end date, and an integer field for number of minutes. Create 2 filters. First would set the $TIMESTAMP$ to the start date when the TR value of the Status is pending, and the DB is not pending. The second would set the $TIMESTAMP$ to