CA Service Management

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  • 1.  Duration of the Ticket in different groups

    Posted Jan 16, 2019 10:56 AM

    Hi All.

     

    I am new to the Boxi Reporting and i need some assistance.

     

    I have a request to show on a report how long the call(Ticket) has been with different groups until the call has been resolved.

     

    I have no idea where to begin. 

     

    Can anyone advise me?

     

    Thank you



  • 2.  Re: Duration of the Ticket in different groups
    Best Answer

    Posted Jan 17, 2019 03:45 PM

    Hello,

     

    I don't use boxi or object queries in reports... I prefer to use SQL queries.

     

    I've a similar report of what you're looking for. The info you want is in the usp_kpi_ticket_data table, it gets populated when you install the kpi_ticket_data_table option.

     

    According to docops: "This table contains data retrieved from CA SDM tickets. The data can be used for reporting on ticket performance, such as how long a ticket was in each state." USP Tables - KPI - CA Service Management - 17.1 - CA Technologies Documentation 

     

    So you have the prev and end time of each change of group/status/any other field.

     

    I prefer to use SQL because I have function to get the total business hours (Mon-Fri 8:30-7:30 and not consider holidays) that the ticket was in each group.

     

    Regards!



  • 3.  Re: Duration of the Ticket in different groups

    Posted Jan 17, 2019 11:46 PM

    Morning, Thank you for the information.