Good point...in my application I capture both--"wall clock" time and business time. I've found, though, that in our environment, most people don't care about and/or understand the concept of business time, so the business time schedules aren't maintained very well.
That's the catch with business time--in order for it to be of any value, someone must actively and aggressively maintain the schedules each year and every time a new support group is created or changed, etc. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, March 12, 2008 9:10 AM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue Rocky, I hate to complicate things, but "wall clock time" may not be the right way to go. ( Maybe it is, but maybe it is not.) You may also need to consider "Business time" calculations in this math depending on your business needs. The classic example is this.... An issue is give to the help desk at 4:50 PM on Friday and it not resolved before they close that day. ( They close at 5PM and reopen Monday at 8AM.) Monday morning it is discovered that the problem was resolved due to a network issue being resolved over the weekend and the issue is "Resolved" at 8:05 AM Monday. Did the ticket "stay" in the Help Desk for more than 2 days or for only 15 minutes? ( The same idea can apply for holiday hours too.) As long as the numbers are understood then they can be interpreted. But sometimes it is hard to "subtract non-working hours" after the fact. It can also be a challenge to identify what "business hours" should be applied to an incident too. The Help Desk only worked the ticket for 15 minutes, but the networking group spend 4 hours fixing the network problem. So should the report actually show 15 minutes or 4 hours and 15 minutes? You also have common conditions like the HelpDesk does not update the ticket in the first 15 minutes of Monday AM. They are to busy so they get to it around 4PM Monday. Again... should they be "credited" with 7 hours of working on the issue? The details of how your business uses the data, and actually operates will drive the value of the information obtained. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - > > Sent: Monday, March 10, 2008 10:29 AM > > To: arslist@ARSLIST.ORG > > Subject: Track time on how long the ticket was on a group's queue > > > > Please help... This is for a custom application and I need to be able > to > > track how long the ticket is sitting on a groups queue in > > days:hours:mins > > before it gets re-assigned or resolved. I tried creating a new form > > that > > supposedly will track the assigned time and reassigned time and I just > > can't > > get it to work. > > > > Thanks, > > Rocky ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
