6 Replies Latest reply on Oct 18, 2011 9:00 AM by Linda NameToUpdate

    Need Incident Ticket Times when Priority Changes

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      We are on Remedy 7.6.04 SP1

       

      Here's my scenario: 

      1.  Incident ticket is created as medium priority and assigned to a group.

      2.  After 2 hours condition has worsened and priority is now bumped up to critical - same assignment group.

       

      I have group inheritance established for changing priority escalations and can capture incident duration.  But I also need to capture how long the ticket was a medium and how long it was a critical (incident time in each priority).  Is there a report that gives this?  A form that captures time spent in both priorities that we could write a report against?