Mean Time to Repair reporting?
Hi, We are using Remedy HelpDesk 6.03. Does anyone know if there are OTB reports on Mean Time to Repair metric? I know of (and use) the Hours to Resolve field so could just do calculations with that, but I would be interested to hear if anyone has other suggestions to report on this metric. Thanks, Julie ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Mean Time to Repair reporting?
Hours to resolve in my opinion is more the total time of outage, and in a very strict sense, not the time taken to repair. Time taken to repair in a strict sense is the time a technician starts on a job and finishes it. If the technician revisits the job at different times, its the total of all those individual times frames. That statistic would only be available if you use the Start/Stop clock functionality. I haven't used HelpDesk 6.03 as I was more involved with custom development gigs over the past 3 years than working with the out of the box products, so not sure if they had that functionality in it but the prior versions did have it. In any case, the mean time be it mean outage time or mean time to repair, were never a part of the out of the box bundled reports. You will need to build those reports and include them within the reporting module of the application so they are available when the user goes to the reporting module. Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Julie L Kanakanui JLKANAKA Sent: Friday, October 05, 2007 2:04 PM To: arslist@ARSLIST.ORG Subject: Mean Time to Repair reporting? ** Hi, We are using Remedy HelpDesk 6.03. Does anyone know if there are OTB reports on Mean Time to Repair metric? I know of (and use) the Hours to Resolve field so could just do calculations with that, but I would be interested to hear if anyone has other suggestions to report on this metric. Thanks, Julie No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.14.1/1051 - Release Date: 10/5/2007 12:27 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Mean Time to Repair reporting?
thanks for that full explanation! Julie Joe D'Souza [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 10/05/2007 02:53 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Mean Time to Repair reporting? ** Hours to resolve in my opinion is more the total time of outage, and in a very strict sense, not the time taken to repair. Time taken to repair in a strict sense is the time a technician starts on a job and finishes it. If the technician revisits the job at different times, its the total of all those individual times frames. That statistic would only be available if you use the Start/Stop clock functionality. I haven't used HelpDesk 6.03 as I was more involved with custom development gigs over the past 3 years than working with the out of the box products, so not sure if they had that functionality in it but the prior versions did have it. In any case, the mean time be it mean outage time or mean time to repair, were never a part of the out of the box bundled reports. You will need to build those reports and include them within the reporting module of the application so they are available when the user goes to the reporting module. Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Julie L Kanakanui JLKANAKA Sent: Friday, October 05, 2007 2:04 PM To: arslist@ARSLIST.ORG Subject: Mean Time to Repair reporting? ** Hi, We are using Remedy HelpDesk 6.03. Does anyone know if there are OTB reports on Mean Time to Repair metric? I know of (and use) the Hours to Resolve field so could just do calculations with that, but I would be interested to hear if anyone has other suggestions to report on this metric. Thanks, Julie __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
