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

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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
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Answers Are"_

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