Silly me - I was trying to find it in the SLM user or architecture documentation.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow > Sent: Friday, March 14, 2008 2:33 PM > To: arslist@ARSLIST.ORG > Subject: Re: "Responded date" field in 'incidents' form of > Incident Mgmt 7.0.2 > > Incident-User-Guide.pdf - version 7.02 - page 160: > > "The service target response time applies when an incident is > recorded from an email, fax, voicemail, or web self-serve > request. In this case the Responded Date is blank until > someone indicates that the incident has been responded to (in > the Responded field next to the SLM status indicators). When > support staff record an incident, the Responded Date is set > to the date that the incident is recorded." > > Personally I think this should be configurable because it > does not allow for organizations that do dispatching, etc. > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of strauss > Sent: Friday, March 14, 2008 2:26 PM > To: arslist@ARSLIST.ORG > Subject: Re: "Responded date" field in 'incidents' form of > Incident Mgmt > 7.0.2 > > Okay, just out of curiosity, where did you find this > documented, or is it something you figured out on your own? > > We have about two weeks of test tickets under SLM, and are > seeing some where the Responded Date/Time = Reported > Date/Time so the Response goal is met on submission, and we > were not sure why. Tickets entered through our Kinetic > Request interface have no Responded Date/Time until someone > changes them to In Progress or assigns them to an individual, > it looks like, which is what we expected and wanted. The > same is not true of tickets entered into the Incident Console > by support staff (the Requester Console is disabled, so not a > factor here). > > I am not seeing any variation between support staff members > and helpdesk staff members (as identified in the Support > Group Role, the only place where you might set a group to > Helpdesk versus Tier #). Is there some other place you can > differentiate this?? It doesn't make any sense to try to > calculate Response time if it is automatically being set to > Responded=Reported for every support staffer who enters a > ticket for a customer. > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center http://itsm.unt.edu/ > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of LisaD > > Sent: Friday, March 14, 2008 1:21 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: "Responded date" field in 'incidents' form of Incident > > Mgmt 7.0.2 > > > > The 'Responded Date' is actually used for SLM. When an incident is > > recordedd by the HelpDesk and then responded to by the > support team, a > > > support person must manually mark that it was responded to and the > > date will populate. My understanding is that it only > auto-populates > > with the recorded date if a support staff person records > the incident. > > At that point it will populated with the recorded date. > > > > The Event History log shows all of the assignment information that > > covers the old 'Assigned Time' that we're used to seeing. Hope that > > helps. > > > > > > priyanka_sareen wrote: > > > > > > hi, > > > > > > i am in process of setting up ITSM 7.x > architecture.(worked on 6.3 > > > application earlier) In Remedy 6.3 Helpdesk aaplication, > > there were 3 > > > system date fields : > > > Arrival time, assigned time, Resolved time. > > > In comparison to that, in Incident Mgmt 7.0.2, i can find > Reported > > > Date, Responded date, Closure date etc.. > > > As per my understanding, the responded date should be filled up > > > automatically as the ticket status changes to "Assigned" or > > with any > > > valid value in "Assignee+" field. > > > But its not happening everytime, sometimes it is blank even > > if ticket > > > is with a particular support person. > > > Plz help me understand the logic behind value of "responded date". > > > > > > > > > > > > > > > ----- > > Lisa D > > [EMAIL PROTECTED] > > > > -- > > View this message in context: > > http://www.nabble.com/%22Responded-date%22-field-in-%27inciden > ts%27-form-of--Incident-Mgmt-7.0.2-tp16024124p16049025.html > > Sent from the ARS (Action Request System) mailing list archive at > > Nabble.com. > > > > ______________________________________________________________ > > _________________ > > 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" > > ______________________________________________________________ > _________________ > 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"
