It really depends on your requirements. Do you just want to count the time spent in all states except resolved/closed; or to the point "solution" gets entered or ...?
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
"Assignment to solution" looks to me like Time To Resolve (TTR)
To meet service agreements with customers, iTop automatically computes time to own (TTO) and time to resolve (TTR) deadlines. These deadlines depend on the service level agreements defined in the customer contracts. In the basic version of iTop there is no coverage window.
For a solution including coverage window, there is a free extension on the Hub for this
👍
1
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
I want to count the time until its solution.
Based on the assignment and solution dates clearly, the time I need would be the subtraction of both. My question is that possible and where should I start.
The TTR seems to me to be the total solution time, so I think it would not help me in my case.
Maybe you need TTR - TTO, which can take into account coverage windows
Another option, compare assignement_date and resolution_date, this will give you the result, either you do it outside of iTop in a report, or you create a new field to store the difference.
Compute it in the method UserRequest::ComputeValues -> For this you need to write an iTop extension, but a quite simple one.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hello. Any idea how to account for the time from assignment to solution.
Thanks.
It really depends on your requirements. Do you just want to count the time spent in all states except resolved/closed; or to the point "solution" gets entered or ...?
"Assignment to solution" looks to me like Time To Resolve (TTR)
To meet service agreements with customers, iTop automatically computes time to own (TTO) and time to resolve (TTR) deadlines. These deadlines depend on the service level agreements defined in the customer contracts. In the basic version of iTop there is no coverage window.
For a solution including coverage window, there is a free extension on the Hub for this
I want to count the time until its solution.
Based on the assignment and solution dates clearly, the time I need would be the subtraction of both. My question is that possible and where should I start.
The TTR seems to me to be the total solution time, so I think it would not help me in my case.
Maybe you need TTR - TTO, which can take into account coverage windows
Another option, compare assignement_date and resolution_date, this will give you the result, either you do it outside of iTop in a report, or you create a new field to store the difference.
Compute it in the method UserRequest::ComputeValues -> For this you need to write an iTop extension, but a quite simple one.