Helpdesk Call SLA Response Failures

[Parkypark]

I am Tyring to write a report that Identifies Calls logged in a Set period that have failed their SLA response target.

The calls are split up into 5 different Priorities and each one has a different response time ranging from 5 mins to 2 days.

The report I have currently have (which I have inherited)is based on a join table in our remedy application. (the only way to get the info We need all in one place I am told)

The arrival time of the calls is a Date time field, and the Response time is also a date time field ,(but it is a minimum value of the fieild used for reponse time).

I have come majorly unstuck in trying to get the report to work. (the previous owner of the report is now no longer with my company).

 

[bdjb]

What do you have done so far? Is your Remedy data in an Oracla data base, and if so, are the date/time fields in Epoch format?


Bob

If you think nobody cares, try missing a couple of payments.

Save the whales. Collect the whole set.

 

[Parkypark]

As far as I konw we are using the proprietry remedy database. And using Crystal to query that. We would be using epoch time, as that is the remedy standard I believe.

The report shows call create date and the time it was moved to WIP.

It should work out the difference between the 2 and display it in mins. I can then work out if the calls have passed failed.

Problem is It doesn,t do this

 

[bdjb]

Hi ParkyPark,
So how do you get to the data? Do you runa report in Remedy, then run Crystal against that, or do you run Crystal against an Oracle database?

When your report runs, do you get errors? Is the time calculation working at all?

Bob

 

[Parkypark]

Hi
Bob
I run a crystal report against the remedy ODBC data source

The report runs for the time period I enter and I only get the create date and the moved to WIP date. the other fields appear blank

I do not get any errors.

chers