Re: Pending Start and End Time Fields
Hi All, As per ground work, we have found some info. we can capture the info from * HPD:HelpDeskAssignmentlogjoin* form. Regards, Suresh Loganathan. On Tue, Oct 9, 2012 at 11:52 PM, Logan, Kelly kelly.lo...@proquest.comwrote: ** 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 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 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] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 8:41 AM To: 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 ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 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
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Pending Start and End Time Fields
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] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 8:41 AM To: 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 ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
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 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] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 8:41 AM To: 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 ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.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
Re: Pending Start and End Time Fields
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.milmailto: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.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 8:41 AM To: arslist@ARSLIST.ORGmailto: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.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com/ ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.comhttp://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
Re: Pending Start and End Time Fields
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.commailto: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.milmailto: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.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 8:41 AM To: arslist@ARSLIST.ORGmailto: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.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com/ ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.comhttp://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
