CA Service Management

Time consumed by SLA "effective hours"

  • 1.  Time consumed by SLA "effective hours"

    Posted 04-10-2019 08:01 PM

    Hi Everyone

     

    I am working with CA Business Intelligence, version 4.1. and I am trying to create a report, that showing the hours consumed by the SLA of each ticket.

     

    Currently, we have a report that shows us how long the ticket was open, that is, it calculates the time of the open status, until it reaches the status of Resolved.

    But this differs from the time consumed by the SLA.

     

    Example 1

    The "Days" time, also obtains the times of the status that stops the SLA.

     

    But, if we see manually, the ticket keeps the real time of the SLA

    Is there any way to get the times consumed from the SLA in a Report of CABI?

     

    Example 2

    This ticket was resolved in approximately one hour.

    As you can see, the "Days" field calculates the time from the open status until it reaches the status of Resolved.

    In this case, my report is correct, because there was no status that the SLA would pause

     

    Is there any way to get the times consumed from the SLA in a Report of CABI?

    This is my query

    SELECT
    cr.ref_num,
    cr.tenant_name,
    cr.open_date,
    cr.last_mod_dt,
    cr.resolve_date,
    (PdmToday() - cr.open_date)/(24*3600),
    alg.action_desc,
    cr.persistent_id,
    alg.call_req_id,
    alg.persistent_id,
    alg.system_time,
    PdmSeconds(alg.time_spent),
    alg.time_stamp,
    cr.type_symbol,
    alg.type,
    cr.sla_violation,
    cr.status_symbol
    FROM
    cr,
    alg
    WHERE
    (
    cr.active IN ( 1 )
    AND
    cr.open_date BETWEEN @prompt('Enter value(s) for Open Date (Start)','D','Cr\Open Date',Mono,Free,Persistent,,User:0) AND @prompt('Enter value(s) for Open Date (End)','D','Cr\Open Date',Mono,Free,Persistent,,User:1)
    AND
    cr.persistent_id = alg.call_req_id
    AND
    cr.tenant_name = 'La Europea'
    AND
    (
    alg.type = 'INIT'
    OR
    alg.type = 'ST'
    OR
    alg.type = 'TR'
    OR
    alg.type = 'RE'
    OR
    alg.type = 'RO'
    )
    )

     

     

    Regards,

    Marco Velazquez