HPSM Database and Reporting
I've been trying to figure this out and am having no luck. For reporting on SLA's for incident management, I want to report on total time in queue. I have multiple queues and during the course of an incident, the ticket could be bounced around several times. Each time it hits a queue I want to start the clock and stop it when it leaves the queue. When the ticket is finally resolved, I want to report on time the ticket spent in each queue. Is this possible? I imagine on the back end there are fields within the HPSM DB which could be reported on and then calculated to give me total time.
Any thoughts on this?
Does "hit a queue" mean a ticket is assigned to a new assignment group? I'm not expert on SLAs, but have you given a thought to Time duration tools?
"Old-school" way is to create a clocks record. I have done some experiments tracking a total time of each assignment group is assigned to a ticket. It's a bit clunky to use (warning: RAD expressions ahead).
Moving on, this account is no longer active. Best regards, Kelalek
- So Long, and Thanks for All the Fish