Data calculated based on dates and durations in the life cycle of incidents/requests is stored in the SD_REQUEST and AM_ACTION tables.

Notes

• Dates and times are stored in UT (Universal Time) format. They are automatically converted and displayed in local time in Service Manager GUI based on the logged-in user's location and time zone.
• This rule applies to all fields whose name ends with _UT.
• E_FIELD_NAME external fields must have the _UT suffix.

  example  E_DATE_UT

• The value of the Display Time property in forms must be True for Date/Time fields.
   

List of Date and Duration fields by table

SD_REQUEST

AM_ACTION

Example of an incident

The quick call of an incident is followed by its transfer to a group, then to a Support person who performs the action.

• The category in the incident catalog is associated with an SLA of 8 working hours. There are 8 service hours per day (8:00 am to 12:00 pm and 2:00 pm to 6:00 pm from Mondays to Fridays).
• The incident will be managed by the Incident: Standard workflow containing only one Operation Processing action.
• No OLA is defined for the workflow.
   

Step		SD_REQUEST table		AM_ACTION table		Notes
1 - Create quick call		CREATION_DATE_UT = 27 February - 14:01		Action = Quick call ELAPSED_TIME = 05 min		Quick call duration: 5 minutes
2 - Transfer to a group		MAX_RESOLUTION_DATE_UT = 28 February - 14:01				Application of the SLA with service hours taken into account
3 - Processing by a Support person				New Operation Processing action for the incident START_DATE_UT = 27 February - 14:10		Action automatically assigned via , its start date will be the current date/time
4 - Processing action performed by the Support person				MAX_INTERVENTION_DATE_UT = 27 February - 16:10		There is no OLA
5 - Close the incident		END_DATE_UT = 27 February - 18:30 TIME_USED_TO_SOLVE_REQUEST = 3 hrs 59 min		END_DATE_UT = 27 February - 18:30 ELAPSED_TIME = 4 hrs 20 min DELAY = 2 hrs 20 min		The Complete Action button in the Action form will use the current date/time Action: Time Spent = Service hours are taken into account Late = Service hours are not taken into account Incident: Elapsed Time = Service hours are taken into account Total Time Spent = 4 hrs 25 min (duration of the Quick call action + duration of Processing action)

Example of an incident placed on hold and resumed

The quick call of an incident is followed by a transfer to a group. One of the Support persons in the group puts the incident on hold while waiting for more information, then performs an action to continue the incident and closes it. Note: The Support person processes the action using the Actions for my Groups menu, without assigning the action.

• The category in the incident catalog is associated with an SLA of 8 working hours. There are 8 service hours per day (8:00 am to 12:00 pm and 2:00 pm to 6:00 pm from Mondays to Fridays).
• The incident will be managed by the Incident: Standard workflow containing only one Operation Processing action.
• No OLA is defined for the workflow.
• Value of the Other Parameters {SM} Calendar: Default duration of actions (in minutes): 120.