The pending status is an excluded condition. What I am trying to determine is the duration of the incident minus the time the incident in a pending status. I would think the time in pending status or the calculation of create to close minus pending is captured someplace.
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Karthik Sent: Tuesday, February 05, 2013 12:08 PM To: [email protected] Subject: Re: Pending Time in ITSM 7.6 ** Mark, On 7.6, you need to configure pending status as an exclude condition when building service targets on SLM. The SLM link on the left hand side on the best practice view opens a pop up that shows the due date and time. Regards, Karthik On Feb 5, 2013 10:30 PM, "Brittain, Mark" <[email protected]<mailto:[email protected]>> wrote: ** HI All, Back in the day of 6.3, on a custom form called Trouble Ticket I had built some workflow that would capture the number of minutes the ticket was in a Pending status. Then I could calculate Closed Date - Create Date - Pending Minutes =Time-to-Close In ITSM 7.6 I am pretty sure that Pending time is subtracted out during the SLA calculations. In the Incident is there a field that either holds the Pending Minutes or holds the Time-to-Close? I would really hate to replicate what I did in 6.3 and then later find out it was already there. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company [email protected]<mailto:[email protected]> Office: 315-453-2912 x5335 Mobile: 315-882.5360 ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
