**!!Resolve Timer not correct!!**

[yelyah.nodrog]

Afternoont,

 

I have run a report for our P1's to find out the Resolve times for them.
The report is as follows:

The IN shows as:

So it has been logged - responded to and Resolved and closed  - Response time is reporting correctly however when i run a report for these figures it is showing a Resolution time of 115200 which is about 1920 Minutes, which equates to 32 hours? Now from what I can see from when it was logged to when it was resolved from the call itself it only took 5 hours 49-50ish minutes? so why on earth is it reporting as 32 hours?

Please also note that @ 9.04am it was raised from a p3 to a p1 is it getting confused because of this?

please help!

[Guest]

Hi @yelyah.nodrog

The columns h_responsesecs and h_fixsecs refer to how many seconds an analyst has to resolve that call - so for your example, in Incident IN00003618, they had 32 hours to resolve the request. 

To report on how long it actually took to respond and resolve a request, you should report on the columns: h_responsetime and h_fixtime

For more information on what our columns refer to, we have information on our wiki: https://wiki.hornbill.com/index.php/Table_Info:_Main_Request_Table

Kind Regards

Bob

[yelyah.nodrog]

But its a P1? they haven't been set up to allow 32 hours for the call?

I have a feeling i'm being really dumb here....

[yelyah.nodrog]

Also i cannot figure out how to find these h_responsetime and h_fixtime

I know they are in the https://wiki.hornbill.com/index.php/Table_Info:_Main_Request_Table

I have been referring to it all day, But when i try to run a report their is not a option for these?

I have looked in a entity and in sql but canot find them :/

[yelyah.nodrog]

Dont worry! i finally figured it out! thankyou so much!!!!!!!!!