Ticket records, i.e. service requests (SR), incidents, problems, have historical status data stored in TKSTATUS table. The duration between status change dates is calculated on STATUSTRACKING field of TKSTATUS table. This calculation is a simple subtraction of two dates which ignores the Calendar and Working Time (Shift) of the person changing the status of ticket. Below, you can see the original dialog which is opened via View History option from Select Actions of ticket applications (sr, incident, problem applications). < dialog id =... [More]

Tags:  maximo+7.6 calendar problem sr sla incident shift maximo+7.1 maximo+7.5 controldesk maximo status servicerequest ticket statustracking