Re: Track time on how long the ticket was on a group's queue
I think I'm having problems on what to put on the 'run if:' line and the
'push if field:' line on the filters.
I have 3 filters:
1- one to create a record when a ticket gets created/assigned
2- update the record when it gets reassigned.
3- update the record when it gets resolved.
Filter 1: Time in
* Run if (( 'TR.Assigned Group' != $NULL$ ) AND ( 'TR.Assigned Group' !=
'DB.Assigned Group')) OR (( 'TR.Assigned To' = 'Assigned To') AND (
'TR.Assigned To' != 'DB.Assigned To')) OR (('Status' != Resolved) AND
('DB.Status' = Resolved))
* Push fields if (( $Request ID$ = 'Request ID2') AND ( $Assigned To$ =
'Assigned To') AND ( 'Assign Time' = $NULL$ ) AND ( 'Status' !=
Resolved)) OR (( $Assigned Group$ = 'Assigned Group') AND ( $Request ID$ =
'Request ID2') AND ( 'Assign Time' = $NULL$ ) AND ( 'Status' !=
Resolved))
Filter 2: Time out on Reassignment
* Run if (( 'DB.Assigned Group' != 'Assigned Group' ) OR ( 'DB.Assigned
To' != 'Assigned To' )) AND (( 'Status' != Resolved) AND ('DB.Status' !=
Resolved))
* Push fields if ( $Request ID$ = 'Request ID2') AND ( 'ReAssign Time' =
$NULL$ ) AND ( 'Resolved Time' = $NULL$ )
Filter 3: Time out on Resolved
* Run if 'Status' = Resolved AND 'DB.Status' != Resolved
* Push Fields if ( $Request ID$ = 'Request ID2') AND ( 'ReAssign Time' =
$NULL$ ) AND ( 'Status' != Resolved)
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LisaD
Sent: Friday, March 14, 2008 1:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Track time on how long the ticket was on a group's queue
LisaD wrote:
We had to build this exact same thing for a custom application in the
past. We created a form that captured all changes in status by assigned
group, which worked like this:
Time Capture Record is created on first assignment of ticket and logs
Group, Person, Start Date/Time assigned, status, ticket#, etc.
Time Capture Record is updated on assignment change, and logs the End
Date/Time, and creates a new Time Capture Record using the End Date Time
of the previous record as the Start Date/Time.
You get the picture. then I reported on this form using Crystal
Reports and I translated the Date/Timestamps into DD/HH/MM
What isn't working with yours? I may be able to assist.
Rocky - wrote:
I agree with you guys but I don't want to mess with that for now :) Well
technically we are open 24/7 including holidays so I don't really have to
worry about that for now and we do have a field on the form where the
tech can input the time they spent on the ticket.
Thanks,
Rocky
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, March 12, 2008 7:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Track time on how long the ticket was on a group's queue
Good point...in my application I capture both--wall clock time and
business time. I've found, though, that in our environment, most people
don't care about and/or understand the concept of business time, so the
business time schedules aren't maintained very well.
That's the catch with business time--in order for it to be of any value,
someone must actively and aggressively maintain the schedules each year
and every time a new support group is created or changed, etc.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, March 12, 2008 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Track time on how long the ticket was on a group's queue
Rocky,
I hate to complicate things, but wall clock time may not be the
right way to go. ( Maybe it is, but maybe it is not.)
You may also need to consider Business time calculations in this
math depending on your business needs.
The classic example is this
An issue is give to the help desk at 4:50 PM on Friday and it not
resolved before they close that day. ( They close at 5PM and reopen
Monday at 8AM.) Monday morning it is discovered that the problem was
resolved due to a network issue being resolved over the weekend and
the issue is Resolved at 8:05 AM Monday.
Did the ticket stay in the Help Desk for more than 2 days or for
only 15 minutes?
( The same idea can apply for holiday hours too.)
As long as the numbers are understood then they can be interpreted.
But sometimes it is hard to subtract non-working hours after the
fact. It can also be a challenge to identify what business hours
should be applied to an incident too. The Help Desk only worked the
ticket for 15 minutes, but the networking group spend 4 hours fixing
the network problem. So should the report actually show 15 minutes or
4 hours and 15 minutes?
You also have common conditions like the HelpDesk does not update the
ticket in the first 15 minutes of Monday AM. They are to busy
Re: Track time on how long the ticket was on a group's queue
Chris, I have not found the entire install path (installers nor by file replacement options) well tested. It is common to have to troubleshoot an install attempt and get a shot at testing your backup/restore process these days. In fact I think the last two or three installs that we did we found doc bugs that said to set options before the install that broke the install. BMC seems to be unable to document what they are going to do, and then do that, or do whatever they need to do and then document the process before releasing it to the customers. Either way, I know they know this is a real first impression problem for new customers, and the more seasoned customers see this as just one more example of why NOT to upgrade to the latest patch/version/application. I am hopeful that they will eventually get their develop, then test, then fix, then test until ready to release practices in place. It just remains to be seen if there will still be interested customers when they get there. FWIW: I hope that error message should have lead tech support to a very quick solution. But maybe you did not have the time to wait for an answer. Or maybe the answer was not as simple as adjusting a config file. At any rate... Glad to hear that you found a path that worked for you, and thanks for sharing the experience. Maybe it will prevent others from suffering the same fate. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Fri, Mar 14, 2008 at 6:51 PM, strauss [EMAIL PROTECTED] wrote: That sounds right. I find it disturbing that performing an ARS patch by file replacement as documented in the patch read me file could break it. The error was this horrific mess: 2008-03-11 21:13:42,131 ERROR [main] com.bmc.arsys.pluginsvr.ARPluginServerMain (?:?) - AR Plugin Server Startup Error org.apache.commons.configuration.ConversionException: 'port' doesn't map to an Integer object at org.apache.commons.configuration.AbstractConfiguration.getInteger(Abstra ctConfiguration.java:726) at org.apache.commons.configuration.AbstractConfiguration.getInt(AbstractCo nfiguration.java:697) at com.bmc.arsys.pluginsvr.f.initialize(Unknown Source) at com.bmc.arsys.pluginsvr.ARPluginServerMain.main(Unknown Source) Caused by: org.apache.commons.configuration.ConversionException: Could not convert PLUGINPORT to java.lang.Integer at org.apache.commons.configuration.PropertyConverter.toNumber(PropertyConv erter.java:312) at org.apache.commons.configuration.PropertyConverter.toInteger(PropertyCon verter.java:157) at org.apache.commons.configuration.AbstractConfiguration.getInteger(Abstra ctConfiguration.java:722) ... 3 more Caused by: java.lang.NumberFormatException: For input string: PLUGINPORT at java.lang.NumberFormatException.forInputString(Unknown Source) at java.lang.Integer.parseInt(Unknown Source) at java.lang.Integer.init(Unknown Source) at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method) at sun.reflect.NativeConstructorAccessorImpl.newInstance(Unknown Source) at sun.reflect.DelegatingConstructorAccessorImpl.newInstance(Unknown Source) at java.lang.reflect.Constructor.newInstance(Unknown Source) at org.apache.commons.configuration.PropertyConverter.toNumber(PropertyConv erter.java:308) ... 5 more AR Plugin Server Startup Error'port' doesn't map to an Integer object When I studied it (within my limited understanding), knowing that in the 7.1.x ARS installer it now prompts you to accept a default Java Plugin Server Port of , I decided to run the installer over the hand-patched server to see if that would clean it up; it did. That bodes poorly for the future of hand-applying patches by file replacement. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, March 14, 2008 5:44 PM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue Chris, I would bet that the arjavaplugin.log is output from the new Java plugin server. They rewrote the plugin server in Java so that you can deploy totally 100% Java developed plug ins (no C API knowledge/compiling required). But I have yet to find that in the docs yet... If the new SLM 7.1 use the Java based plugins or not... I do not know yet. However, I would suspect that they put the effort into the Java based plugin for a reason, and that could be one of the reasons. -- Carey Matthew
Re: Track time on how long the ticket was on a group's queue
We had to build this exact same thing for a custom application in the past. We created a form that captured all changes in status by assigned group, which worked like this: Time Capture Record is created on first assignment of ticket and logs Group, Person, Start Date/Time assigned, status, ticket#, etc. Time Capture Record is updated on assignment change, and logs the End Date/Time, and creates a new Time Capture Record using the End Date Time of the previous record as the Start Date/Time. You get the picture. then I reported on this form using Crystal Reports and I translated the Date/Timestamps into DD/HH/MM What isn't working with yours? I may be able to assist. Rocky - wrote: I agree with you guys but I don't want to mess with that for now :) Well technically we are open 24/7 including holidays so I don't really have to worry about that for now and we do have a field on the form where the tech can input the time they spent on the ticket. Thanks, Rocky -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, March 12, 2008 7:15 AM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue Good point...in my application I capture both--wall clock time and business time. I've found, though, that in our environment, most people don't care about and/or understand the concept of business time, so the business time schedules aren't maintained very well. That's the catch with business time--in order for it to be of any value, someone must actively and aggressively maintain the schedules each year and every time a new support group is created or changed, etc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, March 12, 2008 9:10 AM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue Rocky, I hate to complicate things, but wall clock time may not be the right way to go. ( Maybe it is, but maybe it is not.) You may also need to consider Business time calculations in this math depending on your business needs. The classic example is this An issue is give to the help desk at 4:50 PM on Friday and it not resolved before they close that day. ( They close at 5PM and reopen Monday at 8AM.) Monday morning it is discovered that the problem was resolved due to a network issue being resolved over the weekend and the issue is Resolved at 8:05 AM Monday. Did the ticket stay in the Help Desk for more than 2 days or for only 15 minutes? ( The same idea can apply for holiday hours too.) As long as the numbers are understood then they can be interpreted. But sometimes it is hard to subtract non-working hours after the fact. It can also be a challenge to identify what business hours should be applied to an incident too. The Help Desk only worked the ticket for 15 minutes, but the networking group spend 4 hours fixing the network problem. So should the report actually show 15 minutes or 4 hours and 15 minutes? You also have common conditions like the HelpDesk does not update the ticket in the first 15 minutes of Monday AM. They are to busy so they get to it around 4PM Monday. Again... should they be credited with 7 hours of working on the issue? The details of how your business uses the data, and actually operates will drive the value of the information obtained. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Monday, March 10, 2008 10:29 AM To: arslist@ARSLIST.ORG Subject: Track time on how long the ticket was on a group's queue Please help... This is for a custom application and I need to be able to track how long the ticket is sitting on a groups queue in days:hours:mins before it gets re-assigned or resolved. I tried creating a new form that supposedly will track the assigned time and reassigned time and I just can't get it to work. Thanks, Rocky ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are NOTICE: This e-mail (and any attachments) may contain PRIVILEGED OR CONFIDENTIAL information and is intended only for the use of the
Re: Track time on how long the ticket was on a group's queue
We are just trying to understand the OOTB integration between SLM 7.1 and Incident Management 7.0.03.007, with the added feature that customer requests come in from Kinetic Request through the HPD:IncidentInterface_Create form. We have a global customer company, but all support staff including the helpdesk are contained in 24 operational companies. All of the SLAs I have built so far (24 in six agreements - Response and Resolution for each Priority level, for all Service Types except Infrastructure Event) operate on the main customer company ONLY. What was throwing us was that the Response flag and Responded field on the Incident form were No/NULL on Kinetic requests, which have a Reported Source of Web, and have not been changed by advancing the ticket in the Process Flow Status bar to Resolution and Recovery (shouldn't they be, or is this not automated?), so even if you worked on them they were busting response goals. Conversely, the fields appeared as Yes/Reported Date on Incidents created by support staff directly in the console (with Reported Source = NULL), which sort of negates the entire value of a Responded SLA. Of course, a response time of 0 seconds looks real good for your stats... Looking at William's response I guess my helpdesk staff can control this by what they set in the Reported Source field - a good job for their templates and decision trees. Milestones? They are being created again today; when I did a by file application of Patch 002 to ARS 7.1 last month they stopped, and when I ran the Patch 002 installer instead of replacing files they started again. I was seeing some sort of an obtuse java error in a new log file that I am not familiar with - arjavaplugin.log; it is riddled with errors on all of my installations - exactly what I expect from java. On this server it was clean until the hand-installed patch, and now is clean again. How that would break it, I don't know. I do not know if is an exclusive log to SLM or not - anybody? Notifications? So far we aren't seeing any notifications that SLAs are about to be missed coming from this system; I don't see them in the outgoing mail. I do see escalation messages, but those are not from SLM. All of the Service Targets used the OOTB templates for milestones. Have I missed a new knob that I need to turn to activate them? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LisaD Sent: Friday, March 14, 2008 3:46 PM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue We had to build this exact same thing for a custom application in the past. We created a form that captured all changes in status by assigned group, which worked like this: Time Capture Record is created on first assignment of ticket and logs Group, Person, Start Date/Time assigned, status, ticket#, etc. Time Capture Record is updated on assignment change, and logs the End Date/Time, and creates a new Time Capture Record using the End Date Time of the previous record as the Start Date/Time. You get the picture. then I reported on this form using Crystal Reports and I translated the Date/Timestamps into DD/HH/MM What isn't working with yours? I may be able to assist. Rocky - wrote: I agree with you guys but I don't want to mess with that for now :) Well technically we are open 24/7 including holidays so I don't really have to worry about that for now and we do have a field on the form where the tech can input the time they spent on the ticket. Thanks, Rocky -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, March 12, 2008 7:15 AM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue Good point...in my application I capture both--wall clock time and business time. I've found, though, that in our environment, most people don't care about and/or understand the concept of business time, so the business time schedules aren't maintained very well. That's the catch with business time--in order for it to be of any value, someone must actively and aggressively maintain the schedules each year and every time a new support group is created or changed, etc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, March 12, 2008 9:10 AM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue Rocky, I hate to complicate things, but wall clock time may not be the right way to go. ( Maybe it is, but
Re: Track time on how long the ticket was on a group's queue
Chris, I would bet that the arjavaplugin.log is output from the new Java plugin server. They rewrote the plugin server in Java so that you can deploy totally 100% Java developed plug ins (no C API knowledge/compiling required). But I have yet to find that in the docs yet... If the new SLM 7.1 use the Java based plugins or not... I do not know yet. However, I would suspect that they put the effort into the Java based plugin for a reason, and that could be one of the reasons. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Fri, Mar 14, 2008 at 5:59 PM, strauss [EMAIL PROTECTED] wrote: snip I was seeing some sort of an obtuse java error in a new log file that I am not familiar with - arjavaplugin.log; it is riddled with errors on all of my installations - exactly what I expect from java. On this server it was clean until the hand-installed patch, and now is clean again. How that would break it, I don't know. I do not know if is an exclusive log to SLM or not - anybody? snip Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Track time on how long the ticket was on a group's queue
That sounds right. I find it disturbing that performing an ARS patch by file replacement as documented in the patch read me file could break it. The error was this horrific mess: 2008-03-11 21:13:42,131 ERROR [main] com.bmc.arsys.pluginsvr.ARPluginServerMain (?:?) - AR Plugin Server Startup Error org.apache.commons.configuration.ConversionException: 'port' doesn't map to an Integer object at org.apache.commons.configuration.AbstractConfiguration.getInteger(Abstra ctConfiguration.java:726) at org.apache.commons.configuration.AbstractConfiguration.getInt(AbstractCo nfiguration.java:697) at com.bmc.arsys.pluginsvr.f.initialize(Unknown Source) at com.bmc.arsys.pluginsvr.ARPluginServerMain.main(Unknown Source) Caused by: org.apache.commons.configuration.ConversionException: Could not convert PLUGINPORT to java.lang.Integer at org.apache.commons.configuration.PropertyConverter.toNumber(PropertyConv erter.java:312) at org.apache.commons.configuration.PropertyConverter.toInteger(PropertyCon verter.java:157) at org.apache.commons.configuration.AbstractConfiguration.getInteger(Abstra ctConfiguration.java:722) ... 3 more Caused by: java.lang.NumberFormatException: For input string: PLUGINPORT at java.lang.NumberFormatException.forInputString(Unknown Source) at java.lang.Integer.parseInt(Unknown Source) at java.lang.Integer.init(Unknown Source) at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method) at sun.reflect.NativeConstructorAccessorImpl.newInstance(Unknown Source) at sun.reflect.DelegatingConstructorAccessorImpl.newInstance(Unknown Source) at java.lang.reflect.Constructor.newInstance(Unknown Source) at org.apache.commons.configuration.PropertyConverter.toNumber(PropertyConv erter.java:308) ... 5 more AR Plugin Server Startup Error'port' doesn't map to an Integer object When I studied it (within my limited understanding), knowing that in the 7.1.x ARS installer it now prompts you to accept a default Java Plugin Server Port of , I decided to run the installer over the hand-patched server to see if that would clean it up; it did. That bodes poorly for the future of hand-applying patches by file replacement. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, March 14, 2008 5:44 PM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue Chris, I would bet that the arjavaplugin.log is output from the new Java plugin server. They rewrote the plugin server in Java so that you can deploy totally 100% Java developed plug ins (no C API knowledge/compiling required). But I have yet to find that in the docs yet... If the new SLM 7.1 use the Java based plugins or not... I do not know yet. However, I would suspect that they put the effort into the Java based plugin for a reason, and that could be one of the reasons. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Fri, Mar 14, 2008 at 5:59 PM, strauss [EMAIL PROTECTED] wrote: snip I was seeing some sort of an obtuse java error in a new log file that I am not familiar with - arjavaplugin.log; it is riddled with errors on all of my installations - exactly what I expect from java. On this server it was clean until the hand-installed patch, and now is clean again. How that would break it, I don't know. I do not know if is an exclusive log to SLM or not - anybody? snip Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Track time on how long the ticket was on a group's queue
Well, a lot depends on the design of your system, but you could either set the qualification based on the ticket status changes OR on the group name changes. From the very little I know of your system, it sounds like group changes would be most appropriate. So you could do something like this: 'Assigned Group' != 'DB.Assigned Group' And run this on modify. You also need a filter that creates the initial record on submit. So it works something like this: - Ticket is submitted...first queue record is created...in time set on that record - Ticket gets reassigned to new group, so... - First record is closed out with the out time...Days/Hours/Minutes calculations done on that record...and... - New record is created for new group assignment... - And so on until the ticket is closed. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Tuesday, March 11, 2008 4:14 PM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue What qualifications should I use for the filter that sets the time in and time out? I can get it to work just fine up until if the ticket gets resolved and when it gets reassigned it doesn't track the time in and time out properly. Kaiser Norm E CIV USAF 96 CS/SCCE wrote: Creating a separate form is the right idea. Put two date/time fields on it--call them what you want...maybe Time in Queue and Time Out of Queue or something similar. Create two filters--one that sets the in time and one that sets the out time. The one that does that out time can also do the calculations I describe below. Have a third field on your form capture the difference between in time and out time, and that's simply out - in. That will give you a number of seconds, so that field should be an integer field. Let's call that field Total Queue Time. Now we need to convert the total number of seconds to the corresponding days/hours/mins format. Throw three more integer fields onto your form. Let's call them Queue Time Hours, Queue Time Minutes, and Queue Time Seconds. You'll use these to calculate the time part of the desired days/hours/mins format. Set them with these values: Queue Time Days = TRUNC($Total Queue Time$ / 86400) Queue Time Hours = TRUNC((($Total Queue Time$ / 86400) - $Queue Time Days$) * 24) Queue Time Minutes = $Total Queue Time$ / 86400) - $Queue Time Days$) * 24) - $Queue Time Hours$) * 60 OK, so now you have a field holding your days, a field holding your hours, and a field holding your minutes. All you need to do now is concatenate them into a character field by doing some string functions: (((LPAD($Queue Time Days$, 2, 00) + /) + LPAD($Queue Time Hours$, 2, 00)) + /) + LPAD($Queue Time Minutes$, 2, 00) In the above I'm doing a series of LPAD functions so the system will fill in a zero if the value is less than ten. For example, 1 day, 1 hour, and 1 second would be: 01/01/01. HTH, Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Monday, March 10, 2008 10:29 AM To: arslist@ARSLIST.ORG Subject: Track time on how long the ticket was on a group's queue Please help... This is for a custom application and I need to be able to track how long the ticket is sitting on a groups queue in days:hours:mins before it gets re-assigned or resolved. I tried creating a new form that supposedly will track the assigned time and reassigned time and I just can't get it to work. Thanks, Rocky -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%2 7s-queue-tp15950817p15950817.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%2 7s-queue-tp15950817p15989839.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Track time on how long the ticket was on a group's queue
Good point...in my application I capture both--wall clock time and business time. I've found, though, that in our environment, most people don't care about and/or understand the concept of business time, so the business time schedules aren't maintained very well. That's the catch with business time--in order for it to be of any value, someone must actively and aggressively maintain the schedules each year and every time a new support group is created or changed, etc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, March 12, 2008 9:10 AM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue Rocky, I hate to complicate things, but wall clock time may not be the right way to go. ( Maybe it is, but maybe it is not.) You may also need to consider Business time calculations in this math depending on your business needs. The classic example is this An issue is give to the help desk at 4:50 PM on Friday and it not resolved before they close that day. ( They close at 5PM and reopen Monday at 8AM.) Monday morning it is discovered that the problem was resolved due to a network issue being resolved over the weekend and the issue is Resolved at 8:05 AM Monday. Did the ticket stay in the Help Desk for more than 2 days or for only 15 minutes? ( The same idea can apply for holiday hours too.) As long as the numbers are understood then they can be interpreted. But sometimes it is hard to subtract non-working hours after the fact. It can also be a challenge to identify what business hours should be applied to an incident too. The Help Desk only worked the ticket for 15 minutes, but the networking group spend 4 hours fixing the network problem. So should the report actually show 15 minutes or 4 hours and 15 minutes? You also have common conditions like the HelpDesk does not update the ticket in the first 15 minutes of Monday AM. They are to busy so they get to it around 4PM Monday. Again... should they be credited with 7 hours of working on the issue? The details of how your business uses the data, and actually operates will drive the value of the information obtained. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Monday, March 10, 2008 10:29 AM To: arslist@ARSLIST.ORG Subject: Track time on how long the ticket was on a group's queue Please help... This is for a custom application and I need to be able to track how long the ticket is sitting on a groups queue in days:hours:mins before it gets re-assigned or resolved. I tried creating a new form that supposedly will track the assigned time and reassigned time and I just can't get it to work. Thanks, Rocky ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Track time on how long the ticket was on a group's queue
Rocky, I hate to complicate things, but wall clock time may not be the right way to go. ( Maybe it is, but maybe it is not.) You may also need to consider Business time calculations in this math depending on your business needs. The classic example is this An issue is give to the help desk at 4:50 PM on Friday and it not resolved before they close that day. ( They close at 5PM and reopen Monday at 8AM.) Monday morning it is discovered that the problem was resolved due to a network issue being resolved over the weekend and the issue is Resolved at 8:05 AM Monday. Did the ticket stay in the Help Desk for more than 2 days or for only 15 minutes? ( The same idea can apply for holiday hours too.) As long as the numbers are understood then they can be interpreted. But sometimes it is hard to subtract non-working hours after the fact. It can also be a challenge to identify what business hours should be applied to an incident too. The Help Desk only worked the ticket for 15 minutes, but the networking group spend 4 hours fixing the network problem. So should the report actually show 15 minutes or 4 hours and 15 minutes? You also have common conditions like the HelpDesk does not update the ticket in the first 15 minutes of Monday AM. They are to busy so they get to it around 4PM Monday. Again... should they be credited with 7 hours of working on the issue? The details of how your business uses the data, and actually operates will drive the value of the information obtained. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Monday, March 10, 2008 10:29 AM To: arslist@ARSLIST.ORG Subject: Track time on how long the ticket was on a group's queue Please help... This is for a custom application and I need to be able to track how long the ticket is sitting on a groups queue in days:hours:mins before it gets re-assigned or resolved. I tried creating a new form that supposedly will track the assigned time and reassigned time and I just can't get it to work. Thanks, Rocky ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Track time on how long the ticket was on a group's queue
I agree with you guys but I don't want to mess with that for now :) Well technically we are open 24/7 including holidays so I don't really have to worry about that for now and we do have a field on the form where the tech can input the time they spent on the ticket. Thanks, Rocky -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, March 12, 2008 7:15 AM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue Good point...in my application I capture both--wall clock time and business time. I've found, though, that in our environment, most people don't care about and/or understand the concept of business time, so the business time schedules aren't maintained very well. That's the catch with business time--in order for it to be of any value, someone must actively and aggressively maintain the schedules each year and every time a new support group is created or changed, etc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, March 12, 2008 9:10 AM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue Rocky, I hate to complicate things, but wall clock time may not be the right way to go. ( Maybe it is, but maybe it is not.) You may also need to consider Business time calculations in this math depending on your business needs. The classic example is this An issue is give to the help desk at 4:50 PM on Friday and it not resolved before they close that day. ( They close at 5PM and reopen Monday at 8AM.) Monday morning it is discovered that the problem was resolved due to a network issue being resolved over the weekend and the issue is Resolved at 8:05 AM Monday. Did the ticket stay in the Help Desk for more than 2 days or for only 15 minutes? ( The same idea can apply for holiday hours too.) As long as the numbers are understood then they can be interpreted. But sometimes it is hard to subtract non-working hours after the fact. It can also be a challenge to identify what business hours should be applied to an incident too. The Help Desk only worked the ticket for 15 minutes, but the networking group spend 4 hours fixing the network problem. So should the report actually show 15 minutes or 4 hours and 15 minutes? You also have common conditions like the HelpDesk does not update the ticket in the first 15 minutes of Monday AM. They are to busy so they get to it around 4PM Monday. Again... should they be credited with 7 hours of working on the issue? The details of how your business uses the data, and actually operates will drive the value of the information obtained. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Monday, March 10, 2008 10:29 AM To: arslist@ARSLIST.ORG Subject: Track time on how long the ticket was on a group's queue Please help... This is for a custom application and I need to be able to track how long the ticket is sitting on a groups queue in days:hours:mins before it gets re-assigned or resolved. I tried creating a new form that supposedly will track the assigned time and reassigned time and I just can't get it to work. Thanks, Rocky ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are NOTICE: This e-mail (and any attachments) may contain PRIVILEGED OR CONFIDENTIAL information and is intended only for the use of the specific individual(s) to whom it is addressed. It may contain information that is privileged and confidential under state and federal law. This information may be used or disclosed only in accordance with law, and you may be subject to penalties under law for improper use or further disclosure of the information in this e-mail and its attachments. If you have received this e-mail in error, please immediately notify the person named above by reply e-mail, and then delete the original e-mail. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Track time on how long the ticket was on a group's queue
I followed your instructions and I was able to get the value of the Total Queue Time but the Que Time Minutes always gets a value of 0 and the Character field for days/hours/mins gets 00/00/00. I don't know what I'm missing. I set the values exactly as you did: Queue Time Days = TRUNC($Total Queue Time$ / 86400) Queue Time Hours = TRUNC((($Total Queue Time$ / 86400) - $Queue Time Days$) * 24) Queue Time Minutes = $Total Queue Time$ / 86400) - $Queue Time Days$) * 24) - $Queue Time Hours$) * 60 Thanks for your help! Kaiser Norm E CIV USAF 96 CS/SCCE wrote: Creating a separate form is the right idea. Put two date/time fields on it--call them what you want...maybe Time in Queue and Time Out of Queue or something similar. Create two filters--one that sets the in time and one that sets the out time. The one that does that out time can also do the calculations I describe below. Have a third field on your form capture the difference between in time and out time, and that's simply out - in. That will give you a number of seconds, so that field should be an integer field. Let's call that field Total Queue Time. Now we need to convert the total number of seconds to the corresponding days/hours/mins format. Throw three more integer fields onto your form. Let's call them Queue Time Hours, Queue Time Minutes, and Queue Time Seconds. You'll use these to calculate the time part of the desired days/hours/mins format. Set them with these values: OK, so now you have a field holding your days, a field holding your hours, and a field holding your minutes. All you need to do now is concatenate them into a character field by doing some string functions: (((LPAD($Queue Time Days$, 2, 00) + /) + LPAD($Queue Time Hours$, 2, 00)) + /) + LPAD($Queue Time Minutes$, 2, 00) In the above I'm doing a series of LPAD functions so the system will fill in a zero if the value is less than ten. For example, 1 day, 1 hour, and 1 second would be: 01/01/01. HTH, Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Monday, March 10, 2008 10:29 AM To: arslist@ARSLIST.ORG Subject: Track time on how long the ticket was on a group's queue Please help... This is for a custom application and I need to be able to track how long the ticket is sitting on a groups queue in days:hours:mins before it gets re-assigned or resolved. I tried creating a new form that supposedly will track the assigned time and reassigned time and I just can't get it to work. Thanks, Rocky -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%2 7s-queue-tp15950817p15950817.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%27s-queue-tp15950817p15976700.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Track time on how long the ticket was on a group's queue
I got it! I was doing the set the fields all at the same time. I set the 1st action to set field for the Total Que Time then another action to set the fields of the rest. Thanks for your help! It works now Rocky - wrote: I followed your instructions and I was able to get the value of the Total Queue Time but the Que Time Minutes always gets a value of 0 and the Character field for days/hours/mins gets 00/00/00. I don't know what I'm missing. I set the values exactly as you did: Queue Time Days = TRUNC($Total Queue Time$ / 86400) Queue Time Hours = TRUNC((($Total Queue Time$ / 86400) - $Queue Time Days$) * 24) Queue Time Minutes = $Total Queue Time$ / 86400) - $Queue Time Days$) * 24) - $Queue Time Hours$) * 60 Thanks for your help! Kaiser Norm E CIV USAF 96 CS/SCCE wrote: Creating a separate form is the right idea. Put two date/time fields on it--call them what you want...maybe Time in Queue and Time Out of Queue or something similar. Create two filters--one that sets the in time and one that sets the out time. The one that does that out time can also do the calculations I describe below. Have a third field on your form capture the difference between in time and out time, and that's simply out - in. That will give you a number of seconds, so that field should be an integer field. Let's call that field Total Queue Time. Now we need to convert the total number of seconds to the corresponding days/hours/mins format. Throw three more integer fields onto your form. Let's call them Queue Time Hours, Queue Time Minutes, and Queue Time Seconds. You'll use these to calculate the time part of the desired days/hours/mins format. Set them with these values: OK, so now you have a field holding your days, a field holding your hours, and a field holding your minutes. All you need to do now is concatenate them into a character field by doing some string functions: (((LPAD($Queue Time Days$, 2, 00) + /) + LPAD($Queue Time Hours$, 2, 00)) + /) + LPAD($Queue Time Minutes$, 2, 00) In the above I'm doing a series of LPAD functions so the system will fill in a zero if the value is less than ten. For example, 1 day, 1 hour, and 1 second would be: 01/01/01. HTH, Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Monday, March 10, 2008 10:29 AM To: arslist@ARSLIST.ORG Subject: Track time on how long the ticket was on a group's queue Please help... This is for a custom application and I need to be able to track how long the ticket is sitting on a groups queue in days:hours:mins before it gets re-assigned or resolved. I tried creating a new form that supposedly will track the assigned time and reassigned time and I just can't get it to work. Thanks, Rocky -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%2 7s-queue-tp15950817p15950817.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%27s-queue-tp15950817p15976737.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Track time on how long the ticket was on a group's queue
What qualifications should I use for the filter that sets the time in and time out? I can get it to work just fine up until if the ticket gets resolved and when it gets reassigned it doesn't track the time in and time out properly. Kaiser Norm E CIV USAF 96 CS/SCCE wrote: Creating a separate form is the right idea. Put two date/time fields on it--call them what you want...maybe Time in Queue and Time Out of Queue or something similar. Create two filters--one that sets the in time and one that sets the out time. The one that does that out time can also do the calculations I describe below. Have a third field on your form capture the difference between in time and out time, and that's simply out - in. That will give you a number of seconds, so that field should be an integer field. Let's call that field Total Queue Time. Now we need to convert the total number of seconds to the corresponding days/hours/mins format. Throw three more integer fields onto your form. Let's call them Queue Time Hours, Queue Time Minutes, and Queue Time Seconds. You'll use these to calculate the time part of the desired days/hours/mins format. Set them with these values: Queue Time Days = TRUNC($Total Queue Time$ / 86400) Queue Time Hours = TRUNC((($Total Queue Time$ / 86400) - $Queue Time Days$) * 24) Queue Time Minutes = $Total Queue Time$ / 86400) - $Queue Time Days$) * 24) - $Queue Time Hours$) * 60 OK, so now you have a field holding your days, a field holding your hours, and a field holding your minutes. All you need to do now is concatenate them into a character field by doing some string functions: (((LPAD($Queue Time Days$, 2, 00) + /) + LPAD($Queue Time Hours$, 2, 00)) + /) + LPAD($Queue Time Minutes$, 2, 00) In the above I'm doing a series of LPAD functions so the system will fill in a zero if the value is less than ten. For example, 1 day, 1 hour, and 1 second would be: 01/01/01. HTH, Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Monday, March 10, 2008 10:29 AM To: arslist@ARSLIST.ORG Subject: Track time on how long the ticket was on a group's queue Please help... This is for a custom application and I need to be able to track how long the ticket is sitting on a groups queue in days:hours:mins before it gets re-assigned or resolved. I tried creating a new form that supposedly will track the assigned time and reassigned time and I just can't get it to work. Thanks, Rocky -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%2 7s-queue-tp15950817p15950817.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%27s-queue-tp15950817p15989839.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Track time on how long the ticket was on a group's queue
Please help... This is for a custom application and I need to be able to track how long the ticket is sitting on a groups queue in days:hours:mins before it gets re-assigned or resolved. I tried creating a new form that supposedly will track the assigned time and reassigned time and I just can't get it to work. Thanks, Rocky -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%27s-queue-tp15950817p15950817.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Track time on how long the ticket was on a group's queue
Creating a separate form is the right idea. Put two date/time fields on it--call them what you want...maybe Time in Queue and Time Out of Queue or something similar. Create two filters--one that sets the in time and one that sets the out time. The one that does that out time can also do the calculations I describe below. Have a third field on your form capture the difference between in time and out time, and that's simply out - in. That will give you a number of seconds, so that field should be an integer field. Let's call that field Total Queue Time. Now we need to convert the total number of seconds to the corresponding days/hours/mins format. Throw three more integer fields onto your form. Let's call them Queue Time Hours, Queue Time Minutes, and Queue Time Seconds. You'll use these to calculate the time part of the desired days/hours/mins format. Set them with these values: Queue Time Days = TRUNC($Total Queue Time$ / 86400) Queue Time Hours = TRUNC((($Total Queue Time$ / 86400) - $Queue Time Days$) * 24) Queue Time Minutes = $Total Queue Time$ / 86400) - $Queue Time Days$) * 24) - $Queue Time Hours$) * 60 OK, so now you have a field holding your days, a field holding your hours, and a field holding your minutes. All you need to do now is concatenate them into a character field by doing some string functions: (((LPAD($Queue Time Days$, 2, 00) + /) + LPAD($Queue Time Hours$, 2, 00)) + /) + LPAD($Queue Time Minutes$, 2, 00) In the above I'm doing a series of LPAD functions so the system will fill in a zero if the value is less than ten. For example, 1 day, 1 hour, and 1 second would be: 01/01/01. HTH, Norm -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Monday, March 10, 2008 10:29 AM To: arslist@ARSLIST.ORG Subject: Track time on how long the ticket was on a group's queue Please help... This is for a custom application and I need to be able to track how long the ticket is sitting on a groups queue in days:hours:mins before it gets re-assigned or resolved. I tried creating a new form that supposedly will track the assigned time and reassigned time and I just can't get it to work. Thanks, Rocky -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%2 7s-queue-tp15950817p15950817.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
