Hornbill Dataset

[Cecilia Blumenstock]

I am working on a project which is utilizing the Hornbill Dataset and have a few questions I’m hoping you folks can help me with.

1. Is it possible to add a field to the dataset which identifies the date/time a ticket was assigned to an analyst ?  
2. Can you explain how the following fields are calculated? If possible I would like to have the formula or logic behind.
   1. Request Resolve Seconds
   2. Request Resolve Time
   3. Request Resolution Timer ID
   4. Within Resolved Time
   5. Request Response Seconds
   6. Request Response Time
   7. Request Response Timer ID
   8. Within Response Time

Thank you,

Cecilia

 

 

[Steve Giller]

Off the top of my head (I'm sure a Developer will correct me if I'm wrong)

1. The time (in seconds) the Request Resolution Timer ran, taking into account any time where the BPM, the Working Time Calendar, or an On Hold status paused the Timer.
2. The Time (UTC) that the Request was resolved
3. The ID of the Request Resolution Timer
4. Whether the Resolution Time was within the specified target (0/1)
5. The time (in seconds) the Request Response Timer ran, taking into account any time where the BPM, the Working Time Calendar, or an On Hold status paused the Timer.
6. The Time (UTC) that the Request was marked as Responded
7. The ID of the Request Response Timer
8. Whether the Response Time was within the specified target (0/1)

 

[Cecilia Blumenstock]

Hi @Steve Giller, thanks for the answer! What about the first question: Is it possible to add a field to the dataset which identifies the date/time a ticket was assigned to an analyst? 

How can this be done? Or add this request to the list of product enhancements? 

[Steve Giller]

13 minutes ago, Cecilia Blumenstock said:

Is it possible to add a field to the dataset

No. If the field is not already available you can't simply add one.

This may be achievable with a bit of creative thinking, however.
My first instinct would be to have the Workflow start by checking if the Request has an Owner.
If so, copy the Date Raised to a Custom Field.
If not, lock all actions except Assign, wait for Request Owner, then copy the current date/time to the above Custom Field.

There is also the h_itsm_request_team_assignment table. The schema should explain what it's doing (and why it's not a simple table to use) but it may hold the information you need.