Time to resolve, deducting Pending

 
Author
Message
SysAider
3
 
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.
Elite SysAider
195
 
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.
SysAider
3
 
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..
Elite SysAider
195
 
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)