rosey1017
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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?  

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Acclaimed Contributor.. Kelalek2 Acclaimed Contributor..
Acclaimed Contributor..

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?

https://docs.software.hpe.com/SM/9.41/Classic/Content/sla/tasks/time_duration_settings.htm?Highlight=duration%20metrics

"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).

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Moving on, this account is no longer active. Best regards, Kelalek
- So Long, and Thanks for All the Fish
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