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Hi,
Wonder if someone can help or point me in the right direction,
Within an incident ticket under select action --> View History, I see there is a section called Ownership Summary. This provides the Cumulative time the ticket has been assigned to each group.
How would/can I use the calendar to remove non working hours? in the same way as the sla's work.
Reason being is that it may be assigned to an assignment group which is actually a vendor. The ticket may be open for 2 weeks,... but it may have only been assigned to the vendor group for the last 2 days which will be reflected in the view history table,.
The problem is when I want to report on the sla's, I cannot just take the accumulative time as the vendor may have had the ticket assigned to them at 4:30pm Friday and fixed it at 9:30am in Monday which would in fact be 1 hour (9-5 Mon/Fri shift).
I need to somehow tap in to the sla calendar to calculate the actual working time the ticket was within this group.
Hope that makes sense,
Thanks,