Hi, There is a canned report called Assignment Log Data > Group Assignment to Incidents. I haven't really looked at it. But looking at it briefly now it looks like it tracks time according to when it changes Assigned Group and/or Status.
There is another section in the HPD:Help Desk form that allows time tracking but I haven't really used or looked at it yet. Hope that helps. Lammey, Peter A. wrote: > > We are looking into upgrading our Remedy server and ITSM applications > this year to 7.X. > One feature that our users are now asking for is a way to track total > time spent on incident tickets and they need a way to determine when the > user entered in the time spent on a ticket. > > Some of our users use Planview to track the time they spent on Remedy > tickets per day and by week so when a user puts in that they have worked > 1 hour on a ticket on one day and 2 hours on a different day, management > wants a way to be able to verify that the time they entered in Planview > is the same as the Total Time Spent that they entered into Remedy. > > We do not have environment up and running with ARS 7.X and ITSM 7.02 so > all I can determine with this is based on the Incident User Guide which > seems to indicate that there is an Assignment log with records in a > "Assignment Log" form being created for the ticket. > > Does anyone know if this is true? And if so, are there reports that > come with ITSM 7.02 that can report against a join between Incident and > this "Assignment Log" form? > > Thanks > Peter Lammey > ESPN MIT Technical Services & Applications Management > 860-766-4761 > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > > -- View this message in context: http://www.nabble.com/ITSM-7.X-Incident---Time-Spent-Tracking-tf3364612.html#a9362436 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
