Hi Rajesh I would suggest to configure the minutes required for resolving an incident in a field and either use sql query or a hidden table to count the no of records and then multiply with value in the field
Thanks Bala Date: Fri, 1 Apr 2011 06:18:03 +0200 From: nairraj...@siemens.com Subject: Re: Email Notifcation To: arslist@ARSLIST.ORG ** Hi, As Dwayne said one way to do it is through SQL. which i am already doing it to populate the number of open ticket against a consultants name. But not sure how to go with the Business hours. Yes we are using Business hours and Holidays for SLA's LJ, can you please eloborate a little about this. I am not able to get the concept right. May be i not thinking the the way you are. With Best Regards Rajesh From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of LJ LongWing Sent: Thursday, March 31, 2011 7:57 PM To: arslist@arslist.org Subject: Re: Email Notifcation ** Rajesh, If you have business hours setup, you could even take the count provided below and run it through a business time add function and take $TIMESTAMP$ as the start and add that many min’s, that would give you a date/time that you would expect to get to it… From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin, Dwayne - martinrd Sent: Thursday, March 31, 2011 7:56 AM To: arslist@ARSLIST.ORG Subject: Re: Email Notifcation ** Hi Rajesh, How about running an sql query, eg “select count(*) from whatevertable where whateverconditions,” then multiply that number by 20 or whatever. Dwayne Martin James Madison University From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nair, Rajesh SISPL Sent: Thursday, March 31, 2011 9:23 AM To: arslist@ARSLIST.ORG Subject: Email Notifcation ** Dear List, Am working on a older version 6.3 patch 24 on Oracle 9i Just got a requirement, so thought of listing out to the experts out here We have a HTML formatted mail which are being send to the end user. Now the requirement is :- Say Service Desk assings the ticket to the Group A and this Group A already have a list of ticket which are being worked upon say 10 open tickets. When a new ticket comes in to this group a mail should trigger to the user saying the ticket will be attended to in so and so time. The scenario is if one ticket takes approx say 20 minutes to work upon the 11th ticket should send in a time say 11*20 i.e 220 minutes so the end user should get a mail saying your call will be attended in 220 minutes.(20 minutes is not a realtime figure but taking 20 minutes a becnhmark time for resolution) Any idea how can this be done With Best Regards Rajesh _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
