New Member.

HPSM Database and Reporting

Afternoon all, 

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?  

1 Reply
Acclaimed Contributor.
Acclaimed Contributor.

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Moving on, this account is no longer active.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
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