Resoultion Time Calculation in Service Manager
How can i calculate resolution time for the incident in Service manger.
Please let me know any table contains this data.
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)
And on the form make a textbox and assign it's input as $resolution.time.
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.
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,
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.