We want to display for total how much time ticket was open (only SLA time) in report

[sanketkumar.d]

We want to generated report which display for much time ticket was open (It should include only SLA time)

[Raghu Rudraraju]

Sanketkumar.d,

 

To consider workshifts into picture, one approach that I can think of is to use pdmdowntime.  It is documented for Service Outage Report  in the https://support.ca.com/phpdocs/7/common/greenbooks/CA_Business_Intelligence_for_CAServDeskMgr_ENU.pdf  (Page#339)

 

1. Create a custom field in the universe (numeric) for each workshift (business hours workshift) like this 

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

 

2. PDMDownTime calculates the "down time" between the two dates with the workshift in consideration now.   PdmSeconds converts this into # of seconds and you need to translate this to number of hours (or minutes or days) later.
3. Use the above in the reports.

 

 

 

Maybe other community members have other approaches that they've tried/used. 

 

_R

[sanketkumar.d]

Hi Raghu Rudraraju,

 

     Thanks for your reply. I have one query how we can use current time stamp in place of close date in above PDMDowntime formula.We have tried with PadDay() function.Please refer below formula that we have used. We are getting "0" values.

 

PdmSeconds(PdmDownTime('Gold','Mon - Fri { 10:10 am - 6:10 pm }',casd.cr.open_date,PdmDay()))

 

Regards,

Sanket

[Raghu Rudraraju]

It would be PDMToday()

 

PDMToday   without any values would give you current (ePoch) time in seconds.

 

[sanketkumar.d]

Thanks Raghu !!

 

As you told it is displaying the current (ePoch) time i.e calculating the time from 1970.

We want to display the time between ticket open date i.e (casd.cr.open_date) till current timestamp.

We have used the below formula:

PdmSeconds(PdmDownTime('Gold','Mon - Fri { 10:10 am - 6:10 pm }',casd.cr.open_date,PDMToday()))

 

Kindly suggest.

[Raghu Rudraraju]

I believe this should work:       PdmSeconds(PdmDownTime('Gold','Mon - Fri { 10:10 am - 6:10 pm }',casd.cr.open_date,PdmToday()))

 

 

_R

[sanketkumar.d]

Thank you Raghu.

[sanketkumar.d]

Hi Raghu,

 

In this function PdmSeconds(PdmDownTime('Gold','Mon - Fri { 10:10 am - 6:10 pm }',casd.cr.open_date,PdmToday())) ,work shift is hard coded ,we want to execute this function according the work shift and SLA define(dynamically) in ca service desk for each of the status.

[Vinod Subburaj]

Hi Sanket,

Please let us know if  the provided suggestion was helpful.

~Vinod.

[sanketkumar.d]

Hi Vinod,

 

It is working fine.

[Raghu Rudraraju]

Hi sanketkumar.d,

https://support.ca.com/phpdocs/7/common/greenbooks/CA_Business_Intelligence_for_CAServDeskMgr_ENU.pdf

Our CABI for SDM GreenBook has some ways for this.  Basically you would create a new object in the universe for each such workshift and do some prompts around it with in the report. Checkout the Service Outage Report related information on Page#337 onwards.

 

_R