CA Service Management

Dear Team,

We are using CA Service Desk 12.9.When we are pulling the report from service desk using boxi we are not able to get the data for respone time.Please help us.

Thanks & regrads,

Subhra Basak

Hi Subhra,

What do mean by "response time"...can you elaborate on this?

Kind Regards,

Brian

Also, if error message shows up, it is better to attach the screenshot here

Best regards, Kosei

I think what Subhra means is that they are trying to pull a BOXI report for the response times on tickets in SDM - meaning, how long its taking from when a ticket is opened until it gets worked on (most likely a certain status that it changes to...would determine this).  So it calculates the time between when the ticket was opened, and when the status changed to whatever it is that determines a case is being worked on.   I am not sure myself exactly how to do that, but I believe this is what Subhra is asking for.   @Subhra - if this is the case, please confirm.

Thanks,

Jon I.