You're probably looking for the audit log that is set by default for HPD:Help Desk. This will tell you the time a ticket was put into a "Pending" status and you could search for the next status change and call that the ending time. It's a little tricky, but should be doable - try the 'Audit Log' link in the menu to see the data you have to start with. The log form in 7.6.4 for HPD:Help Desk is 'HPD:HelpDesk_AuditLogSystem'.
Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com> www.proquest.com ProQuest...Start here. 2012 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 11:12 AM 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"
