Fingers stop reaching for the keyboard.  Stop.  Stop reaching.  Can't do it.  
Must reply.

;>)

On Aug 23, 2012, at 12:34 PM, "John Sundberg" 
<john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com>> wrote:

** Probably people's ability to ignore.



Test failed.



-John


On Aug 23, 2012, at 10:52 AM, "Shellman, David" 
<dave.shell...@te.com<mailto:dave.shell...@te.com>> wrote:

**
Natalie,

What are you testing?

Dave

________________________________
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<http://ARSLIST.ORG>] On Behalf Of Stroud, Natalie K
Sent: Thursday, August 23, 2012 11:28 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Test Message, Please Ignore

**
Test message, please ignore.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS/ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov<mailto:nkst...@sandia.gov>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<http://ARSLIST.ORG>] On Behalf Of Jose Manuel 
Huerta Guillén
Sent: Tuesday, August 21, 2012 1:51 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: [EXTERNAL] Re: Finding: Incident Business-Time Duration, minus Pending 
Status time

** We do check the performance impact at our preproduction servers, because I 
was also concerned by it. The impact was less than 1%.

Test performed changing requests massively through web services by using SOAP 
UI.

Jose Manuel Huerta
http://theremedyforit.com/



On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla 
<ray.pa...@insona.com<mailto:ray.pa...@insona.com>> wrote:
This suggestion is possibly realistic, however the amount of coding to parse 
out the Pending time is a vast effort.

Any other ideas other than creating a custom form specifically for tracking 
business time and pending time for every Incident modification?

R


Quoting patchsk <vamsi...@gmail.com<mailto:vamsi...@gmail.com>>:
Did you check the incident audit log? You can calculate the amount of time
the ticket is in pending status from there.

On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:

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

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--
John Sundberg

Kinetic Data, Inc.
"Your Business, Your Process"
Recipient of:

WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com>
651.556.0930  I  www.kineticdata.com<http://www.kineticdata.com/>











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