Re: [EXTERNAL] Re: Test Message, Please Ignore

2012-08-23 Thread Joe Martin D'Souza 

You may be right! I never really noticed you post on the list until this email!

Joe

From: Stroud, Natalie K 
Sent: Thursday, August 23, 2012 1:18 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: [EXTERNAL] Re: Test Message, Please Ignore

** 
I don’t think any of my posts have ever generated this much response.  That’s 
good ol’ reverse psychology in action for you – if you really do need to run a 
test and don’t need/expect/want a response, tell people to ignore you and then 
watch the flood of comments come through, LOL.

 

I shall have to ponder how to harness this phenomenon…

 

Natalie

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, August 23, 2012 10:31 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Test Message, Please Ignore

 

** 

Probably people's ability to ignore.

 

 

 

Test failed.

 

 

 

-John

 

 

On Aug 23, 2012, at 10:52 AM, "Shellman, David"  wrote:


** 

Natalie,

 

What are you testing?

 

Dave

 




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, August 23, 2012 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Test Message, Please Ignore

** 

Test message, please ignore.

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS/ITSM Tester

Albuquerque, NM USA

nkst...@sandia.gov

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
Sent: Tuesday, August 21, 2012 1:51 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Finding: Incident Business-Time Duration, minus Pending 
Status time

 

** We do check the performance impact at our preproduction servers, because I 
was also concerned by it. The impact was less than 1%.

 

Test performed changing requests massively through web services by using SOAP 
UI. 


Jose Manuel Huerta

http://theremedyforit.com/ 

 






On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla  wrote:

This suggestion is possibly realistic, however the amount of coding to parse 
out the Pending time is a vast effort.

Any other ideas other than creating a custom form specifically for tracking 
business time and pending time for every Incident modification?

R



Quoting patchsk :

Did you check the incident audit log? You can calculate the amount of time
the ticket is in pending status from there.

On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:


Ladies and Gentlemen;

I'm looking for a field or place to grab the Incident Business Time
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s)
that the ticket is in "Pending" 'Status'.

I've found in the Incident Assignment Log form, the field 'Business Hours
Duration (Sec)'.  If I do a sum on all assignments related to the Incident
Number, I can get the total seconds that the ticket was open.  I need to be
able to subtract the amount of time that the ticket was in "Pending", like
the SLM module would use to determine if an SLA was met or missed.  I've
spent considerable cycles looking for a place to grab the data from a field
in SLM, but can't seem to find it.

Anyone, have a suggestion for a place to look, or a formula to use to get
the desired result into a report???

Thanks;
R

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--

John Sundberg

Kinetic Data, Inc.
"Your Business, Your Process"
Recipient of:

 

WWRUG10 Best Customer Service/Support Award

WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com

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Re: Test Message, Please Ignore

2012-08-23 Thread Joe Martin D'Souza 
This is what I thought too David and the reason behind why you asked.. But John 
you got some sense of humor man! I like it lol..

Joe

From: Shellman, David 
Sent: Thursday, August 23, 2012 1:19 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Test Message, Please Ignore

** 
Natalie,

I wasn't meaning to pry.  Over 75% of this type of message are from folks that 
aren't seeing their posts because of settings in the list software.  Because 
they don't see the post they don't know it was actually successful until some 
one replies.

Thanks for letting me know that it was for testing an issue internal to SAIC 
and a new process that's being used.

Dave



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, August 23, 2012 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Test Message, Please Ignore


** Probably people's ability to ignore. 



Test failed.



-John


On Aug 23, 2012, at 10:52 AM, "Shellman, David"  wrote:

** 
Natalie,

What are you testing?

Dave



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, August 23, 2012 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Test Message, Please Ignore


** 
Test message, please ignore.



Natalie Stroud

SAIC @ Sandia National Laboratories

ARS/ITSM Tester

Albuquerque, NM USA

nkst...@sandia.gov



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
Sent: Tuesday, August 21, 2012 1:51 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Finding: Incident Business-Time Duration, minus Pending 
Status time


** We do check the performance impact at our preproduction servers, because I 
was also concerned by it. The impact was less than 1%.


Test performed changing requests massively through web services by using SOAP 
UI. 


Jose Manuel Huerta

http://theremedyforit.com/ 






On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla  wrote:

This suggestion is possibly realistic, however the amount of coding to parse 
out the Pending time is a vast effort.

Any other ideas other than creating a custom form specifically for tracking 
business time and pending time for every Incident modification?

R



Quoting patchsk :

Did you check the incident audit log? You can calculate the amount of time
the ticket is in pending status from there.

On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:


Ladies and Gentlemen;

I'm looking for a field or place to grab the Incident Business Time
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s)
that the ticket is in "Pending" 'Status'.

I've found in the Incident Assignment Log form, the field 'Business Hours
Duration (Sec)'.  If I do a sum on all assignments related to the Incident
Number, I can get the total seconds that the ticket was open.  I need to be
able to subtract the amount of time that the ticket was in "Pending", like
the SLM module would use to determine if an SLA was met or missed.  I've
spent considerable cycles looking for a place to grab the data from a field
in SLM, but can't seem to find it.

Anyone, have a suggestion for a place to look, or a formula to use to get
the desired result into a report???

Thanks;
R

___

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_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
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--
John Sundberg


Kinetic Data, Inc.
"Your Business, Your Process"
Recipient of:


WWRUG10 Best Customer Service/Support Award

WWRUG09 Innovator of the Year Award


john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com

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Re: [EXTERNAL] Re: Test Message, Please Ignore

2012-08-23 Thread Stroud, Natalie K 
Dave:

I didn't take it as prying, I took it more that you are just a curious person.  
Since this is a trait I also have, I understand the drive of the curious person 
to ask questions, and tend to be tolerant of people asking them of me.  Lord 
knows people put up with a lot of them from me!

I rely on a response from others on the list more as secondary evidence of the 
status of my posts.  I actually remember that I signed up to receive a 
confirmation message when I post (shocking, I know) and find the appearance of 
said confirmation message (or lack thereof) to be an accurate indicator of 
whether my posts are going through or not.  So I guess that puts me somewhere 
in the < 25% of people who have a sense of how the list settings govern post 
behavior and don't just rely on others to tell me whether my posts went 
through.  But since I don't post that often, you wouldn't know that unless I 
mentioned it, as I am doing now.

As of today, my posting issues seem to be cleared up - Yay!

Natalie

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David
Sent: Thursday, August 23, 2012 11:19 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Test Message, Please Ignore

**
Natalie,

I wasn't meaning to pry.  Over 75% of this type of message are from folks that 
aren't seeing their posts because of settings in the list software.  Because 
they don't see the post they don't know it was actually successful until some 
one replies.

Thanks for letting me know that it was for testing an issue internal to SAIC 
and a new process that's being used.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
John Sundberg
Sent: Thursday, August 23, 2012 12:31 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Test Message, Please Ignore
** Probably people's ability to ignore.



Test failed.



-John


On Aug 23, 2012, at 10:52 AM, "Shellman, David" 
mailto:dave.shell...@te.com>> wrote:

**
Natalie,

What are you testing?

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<http://ARSLIST.ORG>] On Behalf Of Stroud, Natalie K
Sent: Thursday, August 23, 2012 11:28 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Test Message, Please Ignore
**
Test message, please ignore.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS/ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov<mailto:nkst...@sandia.gov>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<http://ARSLIST.ORG>] On Behalf Of Jose Manuel 
Huerta Guillén
Sent: Tuesday, August 21, 2012 1:51 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: [EXTERNAL] Re: Finding: Incident Business-Time Duration, minus Pending 
Status time
** We do check the performance impact at our preproduction servers, because I 
was also concerned by it. The impact was less than 1%.
Test performed changing requests massively through web services by using SOAP 
UI.

Jose Manuel Huerta
http://theremedyforit.com/



On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla 
mailto:ray.pa...@insona.com>> wrote:
This suggestion is possibly realistic, however the amount of coding to parse 
out the Pending time is a vast effort.

Any other ideas other than creating a custom form specifically for tracking 
business time and pending time for every Incident modification?

R


Quoting patchsk mailto:vamsi...@gmail.com>>:
Did you check the incident audit log? You can calculate the amount of time
the ticket is in pending status from there.

On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:

Ladies and Gentlemen;

I'm looking for a field or place to grab the Incident Business Time
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s)
that the ticket is in "Pending" 'Status'.

I've found in the Incident Assignment Log form, the field 'Business Hours
Duration (Sec)'.  If I do a sum on all assignments related to the Incident
Number, I can get the total seconds that the ticket was open.  I need to be
able to subtract the amount of time that the ticket was in "Pending", like
the SLM module would use to determine if an SLA was met or missed.  I've
spent considerable cycles looking for a place to grab the data from a field
in SLM, but can't seem to find it.

Anyone, have a suggestion for a place to look, or a formula to use to get
the desired result into a report???

Thanks;
R

___

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www.arslist.org<http://www.arslist.org/>
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Re: Test Message, Please Ignore

2012-08-23 Thread Shellman, David 
Natalie,

I wasn't meaning to pry.  Over 75% of this type of message are from folks that 
aren't seeing their posts because of settings in the list software.  Because 
they don't see the post they don't know it was actually successful until some 
one replies.

Thanks for letting me know that it was for testing an issue internal to SAIC 
and a new process that's being used.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, August 23, 2012 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Test Message, Please Ignore

** Probably people's ability to ignore.



Test failed.



-John


On Aug 23, 2012, at 10:52 AM, "Shellman, David" 
mailto:dave.shell...@te.com>> wrote:

**
Natalie,

What are you testing?

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<http://ARSLIST.ORG>] On Behalf Of Stroud, Natalie K
Sent: Thursday, August 23, 2012 11:28 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Test Message, Please Ignore

**
Test message, please ignore.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS/ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov<mailto:nkst...@sandia.gov>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<http://ARSLIST.ORG>] On Behalf Of Jose Manuel 
Huerta Guillén
Sent: Tuesday, August 21, 2012 1:51 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: [EXTERNAL] Re: Finding: Incident Business-Time Duration, minus Pending 
Status time
** We do check the performance impact at our preproduction servers, because I 
was also concerned by it. The impact was less than 1%.
Test performed changing requests massively through web services by using SOAP 
UI.

Jose Manuel Huerta
http://theremedyforit.com/


On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla 
mailto:ray.pa...@insona.com>> wrote:
This suggestion is possibly realistic, however the amount of coding to parse 
out the Pending time is a vast effort.

Any other ideas other than creating a custom form specifically for tracking 
business time and pending time for every Incident modification?

R


Quoting patchsk mailto:vamsi...@gmail.com>>:
Did you check the incident audit log? You can calculate the amount of time
the ticket is in pending status from there.

On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:

Ladies and Gentlemen;

I'm looking for a field or place to grab the Incident Business Time
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s)
that the ticket is in "Pending" 'Status'.

I've found in the Incident Assignment Log form, the field 'Business Hours
Duration (Sec)'.  If I do a sum on all assignments related to the Incident
Number, I can get the total seconds that the ticket was open.  I need to be
able to subtract the amount of time that the ticket was in "Pending", like
the SLM module would use to determine if an SLA was met or missed.  I've
spent considerable cycles looking for a place to grab the data from a field
in SLM, but can't seem to find it.

Anyone, have a suggestion for a place to look, or a formula to use to get
the desired result into a report???

Thanks;
R

___

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--
John Sundberg

Kinetic Data, Inc.
"Your Business, Your Process"
Recipient of:

WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com>
651.556.0930  I  www.kineticdata.com<http://www.kineticdata.com/>











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Re: [EXTERNAL] Re: Test Message, Please Ignore

2012-08-23 Thread Stroud, Natalie K 
I don't think any of my posts have ever generated this much response.  That's 
good ol' reverse psychology in action for you - if you really do need to run a 
test and don't need/expect/want a response, tell people to ignore you and then 
watch the flood of comments come through, LOL.

I shall have to ponder how to harness this phenomenon...

Natalie

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, August 23, 2012 10:31 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Test Message, Please Ignore

**
Probably people's ability to ignore.



Test failed.



-John


On Aug 23, 2012, at 10:52 AM, "Shellman, David" 
mailto:dave.shell...@te.com>> wrote:

**
Natalie,

What are you testing?

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<http://ARSLIST.ORG>] On Behalf Of Stroud, Natalie K
Sent: Thursday, August 23, 2012 11:28 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Test Message, Please Ignore
**
Test message, please ignore.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS/ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov<mailto:nkst...@sandia.gov>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<http://ARSLIST.ORG>] On Behalf Of Jose Manuel 
Huerta Guillén
Sent: Tuesday, August 21, 2012 1:51 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: [EXTERNAL] Re: Finding: Incident Business-Time Duration, minus Pending 
Status time

** We do check the performance impact at our preproduction servers, because I 
was also concerned by it. The impact was less than 1%.

Test performed changing requests massively through web services by using SOAP 
UI.

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla 
mailto:ray.pa...@insona.com>> wrote:
This suggestion is possibly realistic, however the amount of coding to parse 
out the Pending time is a vast effort.

Any other ideas other than creating a custom form specifically for tracking 
business time and pending time for every Incident modification?

R


Quoting patchsk mailto:vamsi...@gmail.com>>:
Did you check the incident audit log? You can calculate the amount of time
the ticket is in pending status from there.

On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:

Ladies and Gentlemen;

I'm looking for a field or place to grab the Incident Business Time
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s)
that the ticket is in "Pending" 'Status'.

I've found in the Incident Assignment Log form, the field 'Business Hours
Duration (Sec)'.  If I do a sum on all assignments related to the Incident
Number, I can get the total seconds that the ticket was open.  I need to be
able to subtract the amount of time that the ticket was in "Pending", like
the SLM module would use to determine if an SLA was met or missed.  I've
spent considerable cycles looking for a place to grab the data from a field
in SLM, but can't seem to find it.

Anyone, have a suggestion for a place to look, or a formula to use to get
the desired result into a report???

Thanks;
R

___

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--
John Sundberg
Kinetic Data, Inc.
"Your Business, Your Process"
Recipient of:

WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award
john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com>
651.556.0930  I  www.kineticdata.com<http://www.kineticdata.com/>










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Re: Test Message, Please Ignore

2012-08-23 Thread pritch 
Made you look!

- Original Message -
From: "David Shellman" 
To: arslist@ARSLIST.ORG
Sent: Thursday, August 23, 2012 12:50:16 PM
Subject: Re: Test Message, Please Ignore

** 
Fingers stop reaching for the keyboard.  Stop.  Stop reaching.  Can't do it.  
Must reply. 


;>) 

On Aug 23, 2012, at 12:34 PM, "John Sundberg" < john.sundb...@kineticdata.com > 
wrote: 





** Probably people's ability to ignore. 






Test failed. 






-John 





On Aug 23, 2012, at 10:52 AM, "Shellman, David" < dave.shell...@te.com > wrote: 
** 

Natalie, 
  
What are you testing? 
  
Dave 


From: Action Request System discussion list(ARSList) [mailto:arslist@ 
ARSLIST.ORG ] On Behalf Of Stroud, Natalie K 
Sent: Thursday, August 23, 2012 11:28 AM 
To: arslist@ARSLIST.ORG 
Subject: Test Message, Please Ignore 


** 


Test message, please ignore. 

  

Natalie Stroud 

SAIC @ Sandia National Laboratories 

ARS/ITSM Tester 

Albuquerque, NM USA 

nkst...@sandia.gov 

  

From: Action Request System discussion list(ARSList) [mailto:arslist@ 
ARSLIST.ORG ] On Behalf Of Jose Manuel Huerta Guillén 
Sent: Tuesday, August 21, 2012 1:51 PM 
To: arslist@ARSLIST.ORG 
Subject: [EXTERNAL] Re: Finding: Incident Business-Time Duration, minus Pending 
Status time 

  

** We do check the performance impact at our preproduction servers, because I 
was also concerned by it. The impact was less than 1%. 


  


Test performed changing requests massively through web services by using SOAP 
UI.  




Jose Manuel Huerta 


http://theremedyforit.com/ 


  






On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla < ray.pa...@insona.com > wrote: 

This suggestion is possibly realistic, however the amount of coding to parse 
out the Pending time is a vast effort. 

Any other ideas other than creating a custom form specifically for tracking 
business time and pending time for every Incident modification? 

R 





Quoting patchsk < vamsi...@gmail.com >: 

Did you check the incident audit log? You can calculate the amount of time 
the ticket is in pending status from there. 

On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote: 


Ladies and Gentlemen; 

I'm looking for a field or place to grab the Incident Business Time 
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) 
that the ticket is in "Pending" 'Status'. 

I've found in the Incident Assignment Log form, the field 'Business Hours 
Duration (Sec)'.  If I do a sum on all assignments related to the Incident 
Number, I can get the total seconds that the ticket was open.  I need to be 
able to subtract the amount of time that the ticket was in "Pending", like 
the SLM module would use to determine if an SLA was met or missed.  I've 
spent considerable cycles looking for a place to grab the data from a field 
in SLM, but can't seem to find it. 

Anyone, have a suggestion for a place to look, or a formula to use to get 
the desired result into a report??? 

Thanks; 
R 

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"Your Business, Your Process" 
Recipient of: 




WWRUG10 Best Customer Service/Support Award 
WWRUG09 Innovator of the Year Award 


john.sundb...@kineticdata.com 
651.556.0930    I    www.kineticdata.com 











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Re: Test Message, Please Ignore

2012-08-23 Thread Shellman, David 
Fingers stop reaching for the keyboard.  Stop.  Stop reaching.  Can't do it.  
Must reply.

;>)

On Aug 23, 2012, at 12:34 PM, "John Sundberg" 
mailto:john.sundb...@kineticdata.com>> wrote:

** Probably people's ability to ignore.



Test failed.



-John


On Aug 23, 2012, at 10:52 AM, "Shellman, David" 
mailto:dave.shell...@te.com>> wrote:

**
Natalie,

What are you testing?

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, August 23, 2012 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Test Message, Please Ignore

**
Test message, please ignore.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS/ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel 
Huerta Guillén
Sent: Tuesday, August 21, 2012 1:51 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Finding: Incident Business-Time Duration, minus Pending 
Status time

** We do check the performance impact at our preproduction servers, because I 
was also concerned by it. The impact was less than 1%.

Test performed changing requests massively through web services by using SOAP 
UI.

Jose Manuel Huerta
http://theremedyforit.com/



On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla 
mailto:ray.pa...@insona.com>> wrote:
This suggestion is possibly realistic, however the amount of coding to parse 
out the Pending time is a vast effort.

Any other ideas other than creating a custom form specifically for tracking 
business time and pending time for every Incident modification?

R


Quoting patchsk mailto:vamsi...@gmail.com>>:
Did you check the incident audit log? You can calculate the amount of time
the ticket is in pending status from there.

On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:

Ladies and Gentlemen;

I'm looking for a field or place to grab the Incident Business Time
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s)
that the ticket is in "Pending" 'Status'.

I've found in the Incident Assignment Log form, the field 'Business Hours
Duration (Sec)'.  If I do a sum on all assignments related to the Incident
Number, I can get the total seconds that the ticket was open.  I need to be
able to subtract the amount of time that the ticket was in "Pending", like
the SLM module would use to determine if an SLA was met or missed.  I've
spent considerable cycles looking for a place to grab the data from a field
in SLM, but can't seem to find it.

Anyone, have a suggestion for a place to look, or a formula to use to get
the desired result into a report???

Thanks;
R

___

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--
John Sundberg

Kinetic Data, Inc.
"Your Business, Your Process"
Recipient of:

WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com











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Re: Test Message, Please Ignore

2012-08-23 Thread Sugavanam K K 
Good One.



 From: John Sundberg 
To: arslist@ARSLIST.ORG 
Sent: Thursday, August 23, 2012 11:31 AM
Subject: Re: Test Message, Please Ignore
 

** 
Probably people's ability to ignore.



Test failed.



-John



On Aug 23, 2012, at 10:52 AM, "Shellman, David"  wrote:
** 
Natalie,
 
What are you testing?
 
Dave



 From: Action Request System discussion 
list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie 
K
Sent: Thursday, August 23, 2012 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Test Message, Please 
Ignore

**  
Test 
message, please ignore.
 
Natalie 
Stroud
SAIC @ 
Sandia National Laboratories
ARS/ITSM 
Tester
Albuquerque, 
NM USA
nkst...@sandia.gov
 
From:Action Request 
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose 
Manuel Huerta Guillén
Sent: Tuesday, August 21, 2012 1:51 
PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Finding: 
Incident Business-Time Duration, minus Pending Status time
 
** We do check the performance impact at our preproduction 
servers, because I was also concerned by it. The impact was less than 
1%.
 
Test performed changing requests massively through web 
services by using SOAP UI. 

Jose Manuel Huerta
http://theremedyforit.com/ 
 


On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla  
wrote:
This suggestion is possibly realistic, however the amount of 
coding to parse out the Pending time is a vast effort.

Any other ideas 
other than creating a custom form specifically for tracking business time and 
pending time for every Incident modification?

R


Quoting patchsk :
Did you check the incident audit log? You can calculate the 
amount of time
the ticket is in pending status from there.

On Tuesday, 
August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:

Ladies and 
Gentlemen;

I'm looking for a field or place to grab the Incident Business 
Time
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the 
time(s)
that the ticket is in "Pending" 'Status'.

I've found in the 
Incident Assignment Log form, the field 'Business Hours
Duration (Sec)'. 
 If I do a sum on all assignments related to the Incident
Number, I can 
get the total seconds that the ticket was open.  I need to be
able to 
subtract the amount of time that the ticket was in "Pending", like
the SLM 
module would use to determine if an SLA was met or missed.  I've
spent 
considerable cycles looking for a place to grab the data from a field
in SLM, 
but can't seem to find it.

Anyone, have a suggestion for a place to look, 
or a formula to use to get
the desired result into a 
report???

Thanks;
R

___

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or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where 
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_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_ 
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 

--
John Sundberg


Kinetic Data, Inc.
"Your Business, Your Process"
Recipient of:

WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award


john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com










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Re: Test Message, Please Ignore

2012-08-23 Thread Hyunkel v2.0 
Sir; You win the Internet today :-) 


Hugo Ruesga 
Software Development Advisor
US  972.577.7000 x 332.3868
MX +52 (33) 3332.3868
P Please consider the environment before printing this email

The information contained in and transferred with this electronic message is 
intended only for the recipient(s) designated above, it is protected by law and 
it may contain information which is privileged and confidential. If you are not 
the intended recipient, please do not read, copy, or use it, and do not 
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replying to this message, and then delete it from your system. Thank you.




Date: Thu, 23 Aug 2012 11:31:18 -0500
From: john.sundb...@kineticdata.com
Subject: Re: Test Message, Please Ignore
To: arslist@ARSLIST.ORG

**
Probably people's ability to ignore.


Test failed.


-John

On Aug 23, 2012, at 10:52 AM, "Shellman, David"  wrote:**





Natalie,
 
What are you testing?
 
Dave



From: Action Request System discussion 
list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie 
K
Sent: Thursday, August 23, 2012 11:28 AM
To: 
arslist@ARSLIST.ORG
Subject: Test Message, Please 
Ignore


** 



Test 
message, please ignore. Natalie 
StroudSAIC @ 
Sandia National LaboratoriesARS/ITSM 
TesterAlbuquerque, 
NM usankst...@sandia.gov From: Action Request 
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Jose Manuel Huerta Guillén
Sent: Tuesday, August 21, 2012 1:51 
PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Finding: 
Incident Business-Time Duration, minus Pending Status time ** We do check the 
performance impact at our preproduction 
servers, because I was also concerned by it. The impact was less than 
1%.
 
Test performed changing requests massively through web 
services by using SOAP UI. 

Jose Manuel Huerta
http://theremedyforit.com/ 
 


On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla  
wrote:This suggestion is possibly realistic, however the amount of 
coding to parse out the Pending time is a vast effort.

Any other ideas 
other than creating a custom form specifically for tracking business time and 
pending time for every Incident modification?

R



Quoting patchsk :Did you check the incident audit log? You 
can calculate the 
amount of time
the ticket is in pending status from there.

On Tuesday, 
August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:
Ladies and 
Gentlemen;

I'm looking for a field or place to grab the Incident Business 
Time
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the 
time(s)
that the ticket is in "Pending" 'Status'.

I've found in the 
Incident Assignment Log form, the field 'Business Hours
Duration (Sec)'. 
 If I do a sum on all assignments related to the Incident
Number, I can 
get the total seconds that the ticket was open.  I need to be
able to 
subtract the amount of time that the ticket was in "Pending", like
the SLM 
module would use to determine if an SLA was met or missed.  I've
spent 
considerable cycles looking for a place to grab the data from a field
in SLM, 
but can't seem to find it.

Anyone, have a suggestion for a place to look, 
or a formula to use to get
the desired result into a 
report???

Thanks;
R

___

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or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where 
the Answers Are"
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Are"_ 
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
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_attend WWRUG12 www.wwrug.com  ARSlist: "Where the Answers Are"_


--John Sundberg
Kinetic Data, Inc."Your Business, Your Process"
Recipient of:
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com



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Re: Test Message, Please Ignore

2012-08-23 Thread John Sundberg 
Probably people's ability to ignore.



Test failed.



-John


On Aug 23, 2012, at 10:52 AM, "Shellman, David"  wrote:

**
Natalie,
 
What are you testing?
 
Dave

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, August 23, 2012 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Test Message, Please Ignore

**
Test message, please ignore.
 
Natalie Stroud
SAIC @ Sandia National Laboratories
ARS/ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
Sent: Tuesday, August 21, 2012 1:51 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Finding: Incident Business-Time Duration, minus Pending 
Status time
 
** We do check the performance impact at our preproduction servers, because I 
was also concerned by it. The impact was less than 1%.
 
Test performed changing requests massively through web services by using SOAP 
UI. 

Jose Manuel Huerta
http://theremedyforit.com/
 



On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla  wrote:
This suggestion is possibly realistic, however the amount of coding to parse 
out the Pending time is a vast effort.

Any other ideas other than creating a custom form specifically for tracking 
business time and pending time for every Incident modification?

R


Quoting patchsk :

Did you check the incident audit log? You can calculate the amount of time
the ticket is in pending status from there.

On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:

Ladies and Gentlemen;

I'm looking for a field or place to grab the Incident Business Time
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s)
that the ticket is in "Pending" 'Status'.

I've found in the Incident Assignment Log form, the field 'Business Hours
Duration (Sec)'.  If I do a sum on all assignments related to the Incident
Number, I can get the total seconds that the ticket was open.  I need to be
able to subtract the amount of time that the ticket was in "Pending", like
the SLM module would use to determine if an SLA was met or missed.  I've
spent considerable cycles looking for a place to grab the data from a field
in SLM, but can't seem to find it.

Anyone, have a suggestion for a place to look, or a formula to use to get
the desired result into a report???

Thanks;
R

___

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--
John Sundberg

Kinetic Data, Inc.
"Your Business, Your Process"
Recipient of:

WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com












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Re: Test Message, Please Ignore

2012-08-23 Thread Shellman, David 
Natalie,

What are you testing?

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, August 23, 2012 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Test Message, Please Ignore

**
Test message, please ignore.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS/ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
Sent: Tuesday, August 21, 2012 1:51 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Finding: Incident Business-Time Duration, minus Pending 
Status time

** We do check the performance impact at our preproduction servers, because I 
was also concerned by it. The impact was less than 1%.

Test performed changing requests massively through web services by using SOAP 
UI.

Jose Manuel Huerta
http://theremedyforit.com/



On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla 
mailto:ray.pa...@insona.com>> wrote:
This suggestion is possibly realistic, however the amount of coding to parse 
out the Pending time is a vast effort.

Any other ideas other than creating a custom form specifically for tracking 
business time and pending time for every Incident modification?

R


Quoting patchsk mailto:vamsi...@gmail.com>>:
Did you check the incident audit log? You can calculate the amount of time
the ticket is in pending status from there.

On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:

Ladies and Gentlemen;

I'm looking for a field or place to grab the Incident Business Time
Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s)
that the ticket is in "Pending" 'Status'.

I've found in the Incident Assignment Log form, the field 'Business Hours
Duration (Sec)'.  If I do a sum on all assignments related to the Incident
Number, I can get the total seconds that the ticket was open.  I need to be
able to subtract the amount of time that the ticket was in "Pending", like
the SLM module would use to determine if an SLA was met or missed.  I've
spent considerable cycles looking for a place to grab the data from a field
in SLM, but can't seem to find it.

Anyone, have a suggestion for a place to look, or a formula to use to get
the desired result into a report???

Thanks;
R

___

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