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