Smart Reporting does not allow Status History fields to calculate, If you have calculated values based on the status on incidents then you can include these fields. I not sure if SLM calculates these values because I have not used SLM module much except basic functionality.

Experts can explain more but if SLM does not help then you have to calculate using custom workflow and use these calc fields in Smart Reporting.

update the view Join your HPD table to sh_hpd_help_desk based on entry ID ;then take the time stamp of each status then do the date difference calculation using calculated field . that should give you the count of time which took to change to next lelevel.

Hello,

Have you got this answered?

I need to do the same ..

Thanks,

Raluca

There are multiple options to do this, provided you have to have admin permission.

1> Enable Audit on the status filed, which tracks, status changes along with time.

2> Create workflow on update of Status filed to record the timings.

3> From longing into DB, check for H tables.