Time to resolve, deducting Pending

Author

Message

SysAider

Time to resolve, deducting Pending

Apr. 08, 2019 04:56 AM

Hi all

For my SLA reporting, Time to Resolve is specified as how long it takes for a ticket to go from New to Resolved, with the time that it spent in Pending deducted.

Is this possible? I am quite new to SysAid, so can't figure out where I could configure this.

alefabian

Elite SysAider

197

Re: Time to resolve, deducting Pending

Apr. 08, 2019 01:11 PM

Configure your timer under Settings > Service Desk > Timers.
You can easily create a new one or edit an existing timer. Use the expression builder to exclude the Pending status.

PureLoneWolf

SysAider

Re: Time to resolve, deducting Pending

Apr. 09, 2019 01:01 AM

Hiya

Thanks for that, but that just seems to allow me to create filters

(Status = Closed Or Status = Resolved Or Status = Rejected Or Status <> Pending User Feedback)

But, by virtue of now adding "<> Pending" - All other status are included. Unless I am being dense. Also, where do I then specify that the time spent in pending should be removed.

Example:
Ticket is opened and "New" at 08:00
At 10:00 it is "Pending User Feedback"
At 12:00 it is "In Progress"
At 14:00 it is "Resolved"

Time to resolve should be reported as 4 hours for this ticket (08:00 to 14:00 (6 hours), minus the 2 hours in Pending)

As I said, if I am being dense, I apologise..

alefabian

Elite SysAider

197

Re: Time to resolve, deducting Pending

Apr. 09, 2019 03:44 AM

Glad to help you, PureLoneWolf

That timer is counting how long a SR stays in a closed or active status

It may be easier if you exclude the statuses for which you don't want to consider the time:
Main statement: OR
- Status is not Closed
- Status is not Resolved
- Status is not Rejected
- Status is not Pending User Feedback

It may look like that: (Status <> Closed Or Status <> Resolved Or Status <> Rejected Or Status <> Pending User Feedback)

Time to resolve, deducting Pending

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