Hi, This can be achieved by creating separate form with same logic as Incident assignment log. We had done this for one of our client and were effective to calculate pending time for incident.
-- Regards, Sunil Vyom Labs Pvt. Ltd. BSM Solutions & Services || ITIL Consulting & Training Email: i...@vyomlabs.com || Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla Sent: Tuesday, August 21, 2012 11:35 PM To: arslist@ARSLIST.ORG Subject: Finding: Incident Business-Time Duration, minus Pending Status time Ladies and Gentlemen; I'm looking for a field or place to grab the Incident Business Time Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) that the ticket is in "Pending" 'Status'. I've found in the Incident Assignment Log form, the field 'Business Hours Duration (Sec)'. If I do a sum on all assignments related to the Incident Number, I can get the total seconds that the ticket was open. I need to be able to subtract the amount of time that the ticket was in "Pending", like the SLM module would use to determine if an SLA was met or missed. I've spent considerable cycles looking for a place to grab the data from a field in SLM, but can't seem to find it. Anyone, have a suggestion for a place to look, or a formula to use to get the desired result into a report??? Thanks; R _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
