And to think that someone was complaining that there was no Friday Humor... ;-)
Rick On Fri, Mar 14, 2008 at 2:31 PM, strauss <[EMAIL PROTECTED]> wrote: > 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] > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
