HI All, Back in the day of 6.3, on a custom form called Trouble Ticket I had built some workflow that would capture the number of minutes the ticket was in a Pending status. Then I could calculate Closed Date - Create Date - Pending Minutes =Time-to-Close
In ITSM 7.6 I am pretty sure that Pending time is subtracted out during the SLA calculations. In the Incident is there a field that either holds the Pending Minutes or holds the Time-to-Close? I would really hate to replicate what I did in 6.3 and then later find out it was already there. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315-453-2912 x5335 Mobile: 315-882.5360 ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
