We need to display the remaining time for the SLA to get violated in the reports .
If the SLA is 4 hours . if we have already consumed 1 hr then the report should show the remaining time ( 3 hr in this case) .
How can this be done in Boxi ?
My Understanding (not BOXI specific):
One approach could be to use the macro_predicted_violation field of a cr record, but I think this only works if the ttv options are installed.
A more generic approach could be the following:
The Consumed and remaining times are handled in the so called attached event records. These are related/attached to cr's by their obj_id attribute.
One may figure out the atev record which handles the violation of a ticket, check its status(==2 :still running) and using its start_time and fire_time attributes to calculate remaining times....
We tried using atev record but now the problem is that the fire time that is displayed is coming with the year 1970 even if the fire time of the ticket is originally 2016 . Also, the fire time keeps on changing with a few modifications . Kindly help .
Without understanding the real problem, I have the following idea regarding the 1970 year stuff. Maybe my thoughts are related to your situation:
The firetime attribute is used in two different ways:
That means, it is neccessary to check the status of the attached event to figure out its current state, and therfore the current meaning of the content of the firetime attribute.
The same behaviour could be related to your observation "firetime keeps on changing"
Hope that helps
That matches my observations.
Event status is as follows:
When the status is 12 or 13, the 'fire_time' contains the remaining time, but if the status is 2 or 3, 'fire_time' is the next time at which the event is due to fire.
Thanks, James! This is exactly what I needed to troubleshoot the similar issue using Xtraction.
Xtraction with CA Service Desk - SLA Remaining field
We just checked that the fire time for the tickets that are on hold displays fire time as 1970 . What can be done to solve it ? How can we change its format to display the remaining time ?
This might help you:
CABI::. BOXI How to convert hours and seconds into HHH:MM:SS
Thanks . We calculated the days between two date fields. ie. Open time ( format : dd/MM/yyyy HH:mm:ss ) and Fire time ( format :dd/MM/yyyy HH:mm:ss ) using the function daysBetween(Field1;Field2).
How can we get the difference between these two date field in HH:mm:ss ?
I would take the difference between the original integer values of those date fields - fire_time minus open_time - and convert the difference to HH:mm:ss using that formula again:
=FormatNumber(Floor([theDifference]/3600) ;"00") + ":" + FormatNumber(Floor(Mod([theDifference] ;3600)/60) ;"00") + ":" + FormatNumber(Mod(Mod([theDifference] ;3600) ;60) ;"00")
Reamaining time is just the number of seconds remaining. So depending on the status convert the value of the fire_time to a date string or if it is on hold, convert it to a duration string ,something like "01:42:42" (hh:mm:ss).
I'm sorry but regarding conversion how to, I can't give you any hint, because I'm not familiar with BOXI and its capabilities.
James was faster