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HPSM Calculate time spend till Resolving a ticket

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Hello,

 

I need to calculate the time spend since opening the ticket (Incident) till resolving it, there are two fields (open time, Resolved time)

what I need is to get the time difference and input it in another field.

 

Is there a way to do that, because I have tried to do the calculation through fd and failed.

 

Thanks.

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Re: HPSM Calculate time spend till Resolving a ticket

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Why failed.
Just put like,
spend.time in $file= resolved.time in $file - open.time in $file

hth,
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Re: HPSM Calculate time spend till Resolving a ticket

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Why failed.
Just put like,
spend.time in $file= resolved.time in $file - open.time in $file

hth,
____________________________________
Assign Kudo, if found post useful and mark it accepted if solves the issue.

View solution in original post

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Re: HPSM Calculate time spend till Resolving a ticket

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Thanks for that so much 🙂

 

it worked with me, but only when its Resolved, once closed the field gets blank although it is the same form and all conditions in the "Calculation" tab (fc) is set to true.

 

 

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Re: HPSM Calculate time spend till Resolving a ticket

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It should not be case. It cannot be blanked if you are closing the ticket after resolve however in case of you are closing in single go then might be possible.

So in that case put condition in update coulmn like,

nullsub(status in $file0, "")~="resolved" and (nullsub(status in $file, "")="resolved" or nullsub(status in $file, "")="closed")

hth,
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Re: HPSM Calculate time spend till Resolving a ticket

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That did not work!
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Re: HPSM Calculate time spend till Resolving a ticket

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post snap shot of fc line.
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Re: HPSM Calculate time spend till Resolving a ticket

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Hi,

 

here is a screen shot of the fc,

Please check the last line.

 

Thanks

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Re: HPSM Calculate time spend till Resolving a ticket

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remove true from all other columns.
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Re: HPSM Calculate time spend till Resolving a ticket

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yeeeeeeh, it worked!

 

Thanks so much Piku 🙂

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Re: HPSM Calculate time spend till Resolving a ticket

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Hello again Piku,

 

I have found that the time spent field we created keeps counting time, meaning that whenever I access the ticket that field shows a different value each time which is not appropriate. 

 

 

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Re: HPSM Calculate time spend till Resolving a ticket

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its ok, I figured it out!
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Re: HPSM Calculate time spend till Resolving a ticket

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Hi,

Can you provide me the screenshots that how you did the configuration.

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