Service Desk Practitioners Forum
cancel

OVSD 4.5 SP17 W2K - Duration computation

Highlighted
pntp
Respected Contributor.

OVSD 4.5 SP17 W2K - Duration computation

Hi,

Let's imagine the following scenario:

A cutomer calls reporting an issue. A service call is then registered at 10:00.
The service call is then assigned to a specialist and its status becomes "In progress" at 10:05.
A solution is given to the customer and the specialist is now waiting its acceptance, the status of the call goes from "In progress" to "Waiting" at 11:00.
The customer calls back and confirmed that the solution has been accepted, the issue is solved. The service call status changes from Waiting to Closed at 13:00.

The total duration of that service call is 3hours.

However, since the solution has been accepted, the duration of the actual support for that case is from 10:00 until 11:00, so 1 hour.

Is OVSD4.5 clever enough to compute duration of service calls *excluding* the waiting period?

Thank you.

Christophe
6 REPLIES
pntp
Respected Contributor.

Re: OVSD 4.5 SP17 W2K - Duration computation

Updating my own post,

Would configuring the service call status "waiting" as "unaccountable" do the trick?

Thanks.

Christophe
Ivan Sakharov
Honored Contributor.

Re: OVSD 4.5 SP17 W2K - Duration computation

Hi

I think that the answer to your question is negative. This topic was often discussed in this forum. The summary of discussion is (in my opinion): you cannot or its VERY difficult to make SD such calculations.
Workarounds of this problem are:
1. Using of java scripts to calculate and update datetime or duration fields (in this scripts you can use as complex mathematic as you wish)
2. Making all necessary datetime fields and logic for their filling and analyzing them later when you are making reports of process (in Crystal Reports, Excel or something else)
pntp
Respected Contributor.

Re: OVSD 4.5 SP17 W2K - Duration computation

But isn't it really amazing that this Helpdesk software cannot actually compute the duration of a ServiceCall?

Any managers would need/ask a report showing how long it takes to treat ServiceCalls!

Ivan Sakharov
Honored Contributor.

Re: OVSD 4.5 SP17 W2K - Duration computation

I understand you. In fact these calculations are the most wanted metric of ServiceCall if the process of IT-Support in your organization has status "Waiting". You can experiment by yourself trying to make SD calculate for example: DateTotall=DateFinish-DateStart-(DateWaitFinish-DateWaitStart)
I think that absence in SD standard tools of making such calculations linked to absence in ITIL status "waiting". If users Service Call cannot be solved right now it must be escalated or closed and reopened later with different ID.
But I agree with you that it is a large disadvantage of SD. I hope that this possibility will appear in the next service packs.
George M. Meneg
Acclaimed Contributor.

Re: OVSD 4.5 SP17 W2K - Duration computation

Hello,

There is still hope, though reporting that could be touch.

First you have to activate Analysed Data -have a look at: http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=940148

Then you have to view the "Status time" reports. But every Status have a state, so exclude the statuses that their state is "Not Accountable".

By the way you will need an external reporting tool and some basic sql knowledge for this kind of reports. You also need to have a basic knowledge of the Service Desk db structure and relations.
menes fhtagn
pntp
Respected Contributor.

Re: OVSD 4.5 SP17 W2K - Duration computation

Yes I did check that tool.

I plan to make a proper SQL script to solve this issue.

Efkaristo.