Clarity Service Management

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Working hours of the tickets

  • 1.  Working hours of the tickets

    Posted 06-12-2015 02:47 PM

    Hi Guys,

    I have some reports that show when a ticket was opened and when the ticket was resolved. It´s possible to know the working hours between the open date and the resolve date? My intention is to remove the weekends and account only the workshiftof the teams .

    Example :

    A ticket was opened on 6/12/15 ( friday ) at 05:00 pm , and was solved on 6/15/15 ( monday ) at 10:00 am . It is known that the workshift of the teams is from 08:00 am until 8:00 pm , then the due time of this call is 5 hours (3 hours on 6/15 and 2 hours on 6/15 ) .
    Can I calculate this working hours within the Business Objects ?

    Thank you .



  • 2.  Re: Working hours of the tickets

    Posted 06-12-2015 03:29 PM

    Hi, yes it is possible, but I can give you only guidance since I am not responsible for reports in our company. As far as I know you can use functions from external dll's in BOXI reports, functions you need is located in ctime.dll in servicedesk bin folder. You need the following function workshift_abs2work(string workshift, date start, date finish). I do not remember if boxi supports unmanaged dll's, if not you will need to write .net wrapper for ctime.dll. I also not sure if you will be able to call this function in WEBI, but in crystal reports it works for sure.



  • 3.  Re: Working hours of the tickets

    Posted 06-12-2015 04:03 PM

    Thank you very much, I´ll search about this information.

     

    Thanks.



  • 4.  Re: Working hours of the tickets

    Posted 06-15-2015 08:23 AM

    Hi Gutis, I don't find nothing about this scenario. =/

     

    Can you tell me where you find this information?

     

    Thanks again.



  • 5.  Re: Working hours of the tickets

    Posted 06-15-2015 11:38 AM

    Hi Thiago,

     

    You have to use the function PdmDownTime(). See the exact syntax in the Administration guide.

     

    Un saludo,

     

    PAblo



  • 6.  Re: Working hours of the tickets

    Posted 06-15-2015 02:39 PM

    Hi Pablo,

     

    Do you know any article about this PdmDownTime?


    Do you have this feature configured in your environment ? I want to understand where it should be configured ?


    Thanks again Pablo.

    Regards



  • 7.  Re: Working hours of the tickets

    Posted 06-15-2015 03:42 PM

    Hi Thiago,

     

        You have some ways to calculate with no use workshift:

     

         1. Build a new universe using SQL Command  select resolve_date-open_date from call_req

     

         2. BOXI functions (something like this)

     

                 =DaysBetween(RESOLVED_DATE;RelativeDate(OPEN_DATE;1)) * 24


          3. Calculate everthing  (something like this)


        

    RESULT (CAL 3)::

    Seconds_difference = (Endtime - Starttime)

     

    CAL 1:

    Endtime =

    ToNumber(Substr(FormatDate([resolved_date] ; "HH:mm:ss");1;2))*60*60

    +ToNumber(Substr(FormatDate([resolved_date];"HH:mm:ss");4;2))*60

    +ToNumber(Substr(FormatDate([resolved_date];"HH:mm:ss");7;2))

     

    CAL 2:

    Starttime =

    =ToNumber(Substr(FormatDate([open_date] ; "HH:mm:ss");1;2))*60*60

    +ToNumber(Substr(FormatDate([open_date];"HH:mm:ss");4;2))*60

    +ToNumber(Substr(FormatDate([open_date];"HH:mm:ss");7;2))

     

     

    4. PDMDownTime("DownTime","Mon - Fri {8:00 pm - 8:00 am}",cr.open_date,cr.resolve_date)

    BOXI GreenBook For CA Service Desk

     

    FOR calculate using workshift, you need build something using SQL or build a custom form and objects.

     

    OBS; Dont try use trigger, this procedure will stop your CA SDM service.



  • 8.  Re: Working hours of the tickets

    Posted 06-15-2015 10:07 PM

    Hi Thiago,

     

    You may also refer page 339, BOXI GreenBook as an example for the pdmdowntime function usage.

     

    Thanks,

    Naveen



  • 9.  Re: Working hours of the tickets

    Posted 06-16-2015 08:37 AM

    Hi Naveen,

     

    The page 339 is about other thing... Not referenced the "pdmdowntime", it´s correct?



  • 10.  Re: Working hours of the tickets

    Posted 06-16-2015 08:52 PM

    Thiago,

     

    It has an example on how you can use the function pdmdowntime which calculates between two dates within specified SLA and workshift.

     

    Thanks,

    Naveen



  • 11.  Re: Working hours of the tickets

    Posted 06-17-2015 03:14 AM

    Thiago,

     

    the link of Naveen points to a wrong document. In the right doucment it says:

     

    In this example, use the Universe Designer to create two numeric fields in the Incident, Incident Analysis, Incident Measures folder. One field calculates the outage during business hours, and another during non-business hours. The following table contains the object name and select clause you define to calculate the outages:

    Object Name Select Clause

    Outage_Downtime_Business_Hours

    PdmSeconds(PdmDownTime('Gold','Mon - Fri { 9:00 am - 5:00 pm }', in.outage_start_time,in.outage_end_time))

    Outage_Downtime_NON_Business_Hours

    PdmSeconds(PdmDownTime('L1','Mon - Fri { 5:00 pm - 12:00 am 12:00 am - 8:00 am } Sat { 12:00 am - 12:00 am } Sun { 12:00 am - 12:00 am }', in.outage_start_time,in.outage_end_time))

     

    Seek for the Green Book BOXI in CA Support.

     

    Un saludo,

     

    Pablo



  • 12.  Re: Working hours of the tickets

    Posted 06-17-2015 09:23 AM