Fix Time of Requests

[Lauren]

Hi,

Is there anywhere in a request where it lists what the fix time was? In Supportworks, there was a field called "Fix Time" that calculated the time between the request being logged and resolved.

Thanks

Lauren

[David Hall]

Hi @Lauren

In Hornbill we do store that value if you are using the Service Level Targets but it is now recorded against the target (Response/Resolution) etc rather than in the request record itself.

Depending on how you want to use it, the value is stored in the RequestSLMTargets entity (h_itsm_request_slm_targets table) in a field named h_target_completed_duration .  So for the fix time you would need to look at the record in that entity where h_id = <RequestId>-Resolution e.g. h_id='IN00001234-Resolution'

Hope that helps, would be good to understand how you want to use it e.g. on the screen/reporting etc in case there is a better way to provide this information going forward.

Kind Regards,

Dave.

[Lauren]

Hi @David Hall

Thank you for this - we've been using it and it works perfectly.

Are there any plans to add this to the "Information" section of the request, where the response/resolve targets are at all? It would be useful to have it displayed on the request itself.

Thanks

Lauren

[David Hall]

Hi @Lauren

Great stuff, glad you have the info you need. 

There are no current plans to include the actual fix/response duration within the request details. Currently we are showing the target time (for running targets) or the datetime completed (on completed targets) to assist the analyst. I don't think to this point we've seen a benefit to the analyst of having the completed target durations shown on the request details, we've seen that information as more of a management/reporting interest.  If you have a good use case of how you would use it then please post back and it can be considered for a future change.

Kind Regards,

Dave.