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Message |
![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 27/07/2012 12:23:30
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seandonnelly
SysAider
Joined: 29/06/2012
Messages: 17
Offline
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I have the Time to Repair SR Time currently set as shown in the attached screenshot. My problem is when I have it this way it changes the count to 0:00 for every ticket including those that are new or open status. When I changed it to OR it kept counting the time regardless of the status.
What I am basically looking to achieve is this. When the Status is Pending I do not want the counter to run because we use this basically as a means to say we're waiting for the end-user to let us know if our suggetions, fixes,etc worked. When in Open or New Status then I do want the timer to run so I can report on these down the road.
If I am completely missing the point pelase let me know and suggestions welcome.
![[Thumb - SR Timers.jpg]](/Sysforums/upload/2012/7/27/0407c08c6830649920d7106e8a0e185e_134798.jpg__thumb)
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| Filename |
SR Timers.jpg |
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| Description |
Time to Repair |
| Filesize |
51 Kbytes
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| Downloaded: |
1 time(s) |
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30/07/2012 16:51:25
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andrewl94133
SysAider
Joined: 14/09/2011
Messages: 22
Offline
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Hi Sean,
The last two lines in your timer definition are causing the problem - you are are saying "Keep the timer ticking over when the status isn't closed, verified closed, ...., and when the status is New and the status is Open".
You can't have a ticket that is both New and Open at the same time. Thus this timer will never tick over.
An easier way to do it would be to only list the status that are important. So if you have the following status for example:
New - ticket not assigned to anyone yet
Open - ticket assigned & someone is working on it
Pending - waiting for a user to respond (let's assume you want the clock to stop ticking on this status)
Hardware repair - hardware sent offsite for repair
Closed - Ticket is resolved
Verified Closed - User has verified the issue is resolved.
You want the timer to tick over when the ticket is in New, Open or Hardware repair statuses, and only for service requests (not changes, etc).
Your timer should read:
And
Service Request Type is Incident
Or
Status is New
Status is Open
Status is Hardware Repair
I never really liked the way that these queries are structured in Sysaid, it reminds me of ldap query syntax which takes a while to wrap your head around.
Regards
Andrew
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04/08/2012 19:08:55
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seandonnelly
SysAider
Joined: 29/06/2012
Messages: 17
Offline
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Gotcha' thanks for the clarification on this, I believe I have it set as I need now.
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