Clarity Service Management

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BOXI Reports

  • 1.  BOXI Reports

    Posted 10-03-2016 07:15 AM

    Hi Team,

     

    This is regarding the Time calculation in the BOXI reports from Open Time to Close time excluding the Hold/Wait status

    If any ticket is on Hold/Waiting for Patch/client verification.

    Request you to let us know how the Hold time will be calculated in the Service Desk BOXI.

    Please provide the steps of this so that the Time duration in the BOXI reports are accurate excluding the Hold status.

     

    Thanks

    Shwetha



  • 2.  Re: BOXI Reports

    Posted 11-07-2016 04:12 AM

    Hi Swetha,

    Unfortunatly, there is no such out of the box feature.

    Please check TECDCOC below.

    http://www.ca.com/us/services-support/ca-support/ca-support-online/knowledge-base-articles.tec1789614.html

     

    Regards



  • 3.  Re: BOXI Reports

    Posted 11-07-2016 08:33 AM

    Hi,

     

    Depending on the query performance, you can use these options.

     

     

    1.- You can use a service type and sum the hours of the table evt_dly to subtract them from the duration of opening.

     

    2.- You can activate the kpi_ticket_data and subtract the sum of this table depending status.

    3.- You can do a trigger to add the delays to custom variable.

     

    Best Regards