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Absent Member.
Absent Member.
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Resoultion Time Calculation in Service Manager

Hi,

How can i calculate resolution time for the incident in Service manger.

Please let me know any table contains this data.
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6 Replies
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Absent Member.
Absent Member.

Hi,

There is no field available OOB which captures the resolution time.

But it doesn't mean that you can't do it..

You can use two fields "open.time" and "resolved.time".

Put a calculation as :

$resolution.time=(resolved.time in $file)-(open.time in $file)

Update:true
Delete:true

And on the form make a textbox and assign it's input as $resolution.time.


HTH

Regards,



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Thanks for your response.

If we take these time it will include out of SLA timings and also if in middle ticket moved to pending other then also SLA will stop right.

So how can i calculate these...

And is there any table in databse which stores the resolution time.
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Hello,

 

You have the resolution time in table probsumarrym1.

But I'm agree with you : how could I calculate the resolution time in level 2 support.

Open time is related to the time the level 1 open the incidient.

 

Is there an history of all escalations, with escalation times ? In which table could I get it ?

 

Thanks in advance,

 

Yohann

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Hi, for that you can refere to activity table.
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Absent Member.

Hello,

 

I think I cannot use this table because there is not the source "assignment group" and target "assignment group" information 😕

 

Regards,

Yohann

 

 

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Absent Member.
Absent Member.

Hi ALL

 

With reference to the earlier discussion, I need to calculate the Time between Incident was opened to current time(time when that value will the viewed). How can I calculate this.

 

=DK

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