This is just something we did a couple of days ago for one of our client. What you need is a back end form and 2 filters. Filter 1 will fire on status change to pending which marks the start of the pending state and makes an entry in the backend form. Now filter 2 will fire on status change from pending to anything else which marks the end of the pending state and updates the same entry with end time on the backend form. You can use the request id/incident id to the backend form to track the correct record to update on pending status closure.
Also the time difference on the backend form gives you the overall pending time info as well, even if it's in pending status multiple times as the incident Id/request id will be same for all the respective records. Seems a bit too much if yes let me know can help you more on the same. Thanks, Vikrant From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 8:42 PM To: arslist@ARSLIST.ORG Subject: Re: Pending Start and End Time Fields ** Longwing, Thanks for swift response. Some forms are capturing this info in OOB. 1. I need to discover Pending start and end time or 2. Overall Pending time info Regards, Suresh Loganathan. On Tue, Oct 9, 2012 at 8:31 PM, Longwing, LJ CTR MDA/IC <lj.longwing....@mda.mil<mailto:lj.longwing....@mda.mil>> wrote: Suresh, Based on discussions I have seen on this topic in the past, I don't think the information you are looking for is currently being captured, so it would be a customization to capture it. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 8:41 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Pending Start and End Time Fields ** Team, I need to discover the ticket (Pending Status) pending start time and pending end time info.Which form and field is capturing this info. Can you please kindly advice the same. I am waiting for your speedy response. Regards, Suresh Loganathan _attend WWRUG12 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org/> attend wwrug12 www.wwrug12.com<http://www.wwrug12.com/> ARSList: "Where the Answers Are" _attend WWRUG12 www.wwrug.com<http://www.wwrug.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"
