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Suspended Time is accounted in resolution calculation in interaction records

Hi Team,

Could any one of you try to please help me in reducing the "suspended time" from the calculation filled in the field of "resolution time"

As of now, the field of "resolution time" is straightforwardly showing the calculation of "open time" - "resolved time",  the time duration for which the interaction record is in "suspended state" is ignored.

HPSM 9.40 Codeless / Windows Environment

Thanks and Regards

Hemant Vaswani

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Acclaimed Contributor.

Re: Suspended Time is accounted in resolution calculation in interaction records

Hello Hemant,

hope you are doing fine.

I am not sure if this is possible but I know that you can add a new respolution code that maybe could works for you;

https://softwaresupport.hpe.com/group/softwaresupport/search-result/-/facetsearch/document/KM00226981

and also take a look on:

http://community.hpe.com/t5/Service-Manager-Service-Center/Validation-on-Resolution-Cause-Code/m-p/6532184#M111863

hope this helps.

Carlos Villalobos R
Customer Support Engineer
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