Date and Duration Fields on Incidents/Requests
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
Physical name | Logical name | Definition | Notes | ||
---|---|---|---|---|---|
CREATION_DATE_UT | Creation Date | Date on which the record was created in the database |
|
||
SUBMIT_DATE_UT | Creation Date | Date on which the quick call was created for the incident/request | |||
EXPECTED_DATE_UT | Expected End Date | Expected end date of the incident/request |
|
||
EXPECTED_START_DATE_UT | Expected Start Date | Expected start date of the incident/request |
|
||
EXPECTED_END_DATE_UT | Expected End Date | Expected end date of the incident/request |
|
||
MAX_RESOLUTION_DATE_UT | SLA Target | Latest date on which the incident/request must be solved |
|
||
END_DATE_UT | Solution Date | Closing date of the incident/request | |||
TIME_USED_TO_SOLVE_REQUEST | Elapsed Time | Time elapsed between the creation date and the solution date of the incident/request |
|
||
DELAY | Late | Time exceeding the SLA target |
|
AM_ACTION
Physical name | Logical name | Definition | Notes | ||
---|---|---|---|---|---|
CREATION_DATE_UT | Creation Date | Date on which the record was created in the database |
|
||
EXPECTED_START_DATE_UT | Expected Start Date | Expected start date of the action |
|
||
START_DATE_UT | Date Accounted For | Actual start date of the action |
|
||
MAX_INTERVENTION_DATE_UT | OLA Target | Latest intervention date for the action |
|
||
MAX_RESOLUTION_DATE_UT | SLA Target | Latest resolution date |
|
||
EXPECTED_END_DATE_UT | Expected End Date | Expected end date of the action | |||
END_DATE_UT | Real End Date | Actual end date of the action | |||
ELAPSED_TIME | Time Spent | Time elapsed between the start date and the real end date of the action |
|
||
DELAY | Late | Time exceeding the OLA target |
|
||
TIME_USED_TO_COMPLETE_ACTION | Processing Time | Time elapsed between the creation date and the end date of the action |
|
Examples
Quick call for 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 |
|
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 |
|
Action automatically assigned via ![]() |
||||
4 - Processing action performed by the Support person |
|
There is no OLA | ||||
5 - Close the incident |
|
|
|
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.
Step | SD_REQUEST table | AM_ACTION table | Notes | |||
---|---|---|---|---|---|---|
1 - Create quick call | CREATION_DATE_UT = 24 April - 10:15 |
|
Quick call duration: less than one minute | |||
2 - Transfer to a group | MAX_RESOLUTION_DATE_UT = 25 April - 10:17 | Application of the SLA with service hours taken into account | ||||
3 - Incident placed on hold (pending more information) |
|
|||||
4 - Incident resumed | MAX_RESOLUTION_DATE_UT = 25 April - 16:02 |
|
||||
5 - Close the incident |
|
|
|