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Actual Duration and Open Duration Problems

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CDOTA
Contributor.

Actual Duration and Open Duration Problems

Hello , We are expressing a lot of problems with our Hp Open View Service Desk 5.0, we have noticed that the attribut "Actual Duration" for a Service Call is 'NULL' or equal to '0' for a lot of Service Call, even when Actual Finish and Actual Start are not NULL.
We noticed also that for some calls that are resolved more than one time the Actual Duration don't change.
The attribut "Open Duration" is empty for all Service Call.
Also I want to have more informations about how the two attributs are calculated. Do the State of the status is taken in consideration when calculating the "Actual Duration" I mean when it is "Not Accountable" like Pending status
Configuration : OS : Windows Server 2003 DB : SQL Server 2000 SP 4 OVSD : HP OPen View Service Desk 5.0 Patch 2 Regards,