CA Service Management

Hi,

I have a requirement in CABI 3.X where i need no get total mins spent in business SLA hours for an incident  ( from ex: 9 AM to 6 PM from Mon to Sat ) in report.

Am using "Time spent in mins= DaysBetween([opendate];[Resolveddate]) *1440 " to get total mins spent for that incident.

please help me to achieve this.

Hi, you could search and make use for PdmDownTime function.

Ej: PdmSeconds(PdmDownTime('Gold','Mon - Fri { 9:00 am - 5:00 pm }', in.outage_start_time,in.outage_end_time)), details in CA Business Intelligence for CA Service Desk Manager Greenbook Pag 339.

In this function:

- parameter1: ServiceTypeName

- parameter2:Workshift

- parameter3: major date field

- parameter4: minor date field

This is a metric variable field with Sum Operation. Output is in seconds.

Regards,

JOHN