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1. Re: Problem Management: Time tracking fields
Have you considered using these Service Analytics reporting metrics?
How do you differentiate repair from resolved.
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2. Re: Problem Management: Time tracking fields
Hi Rob, are you wanting to track how long it takes for the "Problem" record to move the each stage of the process?
I have created reporting fields for the items I wanted to track and then used rules to copy the Updated On value to these fields as the record move through the process.
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3. Re: Problem Management: Time tracking fields
The end-goal is to have a field on the Problem Ticket, in a created Problem Review section to show the time taken. I'm seeing from Nicolas Roome that this is better served from reporting, or to have a field showing the information but not calculating it.
Christopher Bradfield - Here is how I differentiate between Resolved and Repair:
Resolved = The issue is no longer causing an impact on production or the environment and the system is back "up" completely, including steps to repair it if necessary.
Repair = When the corrective actions have been taken and are successful to "fix" the issue on HW/SW, etc.
Also, Restore is a common term and often teams will use D2R3 in their Incident Management process to pull out data around the exact steps from Detection, Diagnosis, Restore, Repair, and Resolved.
Thanks all!
