tracking time durations for each status, phase and assigned operator in SMAX

Idea ID 1683111

tracking time durations for each status, phase and assigned operator in SMAX

Calculated fields can be used to keep the duration for a particular status, phase, etc. but number of calculated fields available are limited and we're looking more general solution like "clocks" or "timeduration4probsummary" in Service Manager.
Additionally, we had several requests from different Customers who would like to keep track of response and resolution times of each assignment group seperately when the Request or Incident is reassigned to another group. Current OLA definitions can only measure total time spent on the assignment group only.

Thank you.

6 Comments
Knowledge Partner
Knowledge Partner

We do require this across all customers as well. Current functionality is not enough to report on

Micro Focus Expert
Micro Focus Expert

Hi @alperoz - please describe the use case not the solution. Assume that not all voters in the community know Service Manager 🙂 What are you trying to accomoplish? While it might be implemented as a general solution, it's important to know what you're trying to achieve not how. Perhaps the second part needs to be an new Idea? 

Thank you for your idea!

Honored Contributor.. Honored Contributor..
Honored Contributor..

Hello,

I think the subject was enough to describe the idea and I wrote what the current features are available in SMAX to better explain what we are looking for. I gave SM example to clarify what the idea is as well. However if it is not clear, the idea is to keep track of duration of every status code, phase, assignment group and assignee person during the lifecycle of a record. For example, some customers would like to keep track of durations of pending statuses or time spent on each assignee person to use in reports. Additionally, when a request or incident is transferred/escalated to another group customers would like to track the duration between assignment time to handling time or duration between handling time to resolution or next transfer to another group. OLA calculations are not enough for it.

I hope it is more clear for all of you.

Micro Focus Expert
Micro Focus Expert

Thanks for the comments. The design approach for SMAX is to provide as much OOTB as possible. So rather than provide a generic tool to "keep track of duration of every status code, phase, assignment group and assignee person during the lifecycle of a record" we would rather provide key use cases out of the box (and ability to exend if needed). The use cases from above then include:

  • track durations of pending statuses
  • track time spent on each assignee person to use in reports
  • track duration between assignment time to handling time or duration between handling time to resolution or next transfer to another group (when a request or incident is transferred/escalated to another group)

I hope others contribute use cases too!

Micro Focus Expert
Micro Focus Expert
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be reviewed by the product team.

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Declined

Thank you for your idea. At this time, your idea hasn’t received enough community support and doesn’t align with our priorities so we are closing this idea. But we may review this again in the future. Thank you for your support and continue posting & voting on ideas to help make our products better.

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