UserRequest

[Mlaura]

Dear all,

doing some test I opened with phpmyadmin the iTop table view_UserRequest, I saw that tto_escalation_deadline and ttr_escalation_deadline have the same data and time, while I am expected 2 different values, is this correct?

Thanks a lot in advance for your help
Regards
Laura

[Romain Quetiez]

Hi

Do you have two different values in the ticket itself?

In other words, is it an issue with the way the TTO and TTR are computed, or is an issue with the view (which is a query to the source table) ?

[Mlaura]

Hi Romain,

I previously set all SLA and SLT for a userrequest service, very very short for testing reason,
Then I open an UserRequest, I on purpose assign after TTO and resolve after TTR. At this level TTO and TTR are computed correctly.
Then I open other UserRequest and assign and resolve in time.

At this point I would like to know how many UR are resolved in time and how many out of time, how many assigned in time and how many out of time, for this reason I run a query like this:

SELECT UserRequest AS i WHERE i.resolution_date>i.ttr_escalation_deadline
and
SELECT UserRequest AS i WHERE i.assignment_date>i.tto_escalation_deadline

but if my TTO = TTR my results are wrong.

Thank for help
Regards
Laura