Attribute StopWatch

[Maram SH]

Hello,

kindly your support to help me about my problem:

i need calculate the time wish the request is pending (the SLA stopped)
I want to calculate the time the request spent in pending state (the SLA stopped), taking into account working and holiday times (Coverage Window and Holiday)
my solution below:

1- define the StopWatch field:

    <field id="cumulated_pending" xsi:type="AttributeStopWatch">
                <states>
                    <state id="pending">pending</state>

                </states>

                <working_time/>
                <thresholds/>
                <goal/>
            </field>

2- define SubItem field:

<field id="pending_delay" xsi:type="AttributeSubItem">
                <target_attcode>cumulated_pending</target_attcode>
                <item_code>timespent</item_code>
            </field>

How will I make the field not count the time that has passed outside working hours? Kindly your support.

Thank you and best regards,
Maram Shehadeh

[Maram SH]

Dears,

Kindly your support.

Maram Shehedeh

[Karthik Kanthaswamy]

Hi Maram,

I think this is what youre looking for https://www.itophub.io/wiki/page?id=2_7_0:customization:add-subitems