Creating such reports can be quite complicated task...I would suggest for start:
- use HPD_Help_Desk_Assignment_Log form, which contains some fields, Remedy is populating (calculating total time spent) automatically, for example:
- of course, if you want to use business hours in appropriate way, business time segment and business hours for support groups must be configured first in Remedy.
It can be achieved using SAP BO. I believe there are OOTB objects for this in the ITSM Universe with which you can achieve it.
Sorry but I have to achieve it via Remedy or business analytics only.
You can use Remedy - Report Console to display Business_Hours_Duration field from HPD_Help_Desk_Assignment_Log form.
Thanks for your kind update but Assignment log info doesn't suffice the requirement.
As i believe its not calculating as per the SLA & Status.
How are you using BMC Analytics then?
We are not using the BMC Analytics
Please refer below 2 doc links to generate the data to use OOB report under SLM - SLA Team Assignment :
If the configurations suggested above are made, you can try creating custom report using HPD:Help Desk, SLM:Measurement & SLM:Team Measurement forms.