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?
Re: HPSM Database and Reporting
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Moving on, this account is no longer active.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