Time duration data processing

Service Manager records the system data provided by the SLM module license and configuration. Service Manager extracts the system data against status, phase and assignment group changes, and then calculates the duration values according to your metrics. You can then configure calculation or time duration reports to display the time duration data based on the calculation results.

Note If you modify calculation metrics for duration reports , the modified configurations only take effect on newly created tickets.

The time duration data can be processed for further analysis. Currently, Service Manager supports the following tables and fields.

Module Monitor field changes

incidents

State, Phase, Assignment

probsummary

State, Phase, Assignment

imTask

State, Assignment

cm3r

State, Assignment

cm3t

State, Assignment

rootcause

State, Phase, Assignment

rootcausetask

State, Phase, Assignment

request

State, Phase, Assignment

requestTask

State, Phase, Assignment

svcCartItem State, Phase

The raw time stamp of the field status changes can be extracted from the following tables. To configure the time duration settings, see Configure time duration settings.

Field Table
State

slaactive

Note The information in this table requires that SLM is enabled in this application. The default field is the Process target state field set from Service Level Management > Administration > Configure Application. If SLM is not enabled, no data is available for this field and the time duration process is not working.

Phase workflowhistory (for PD only)
Assignment

assignmentlog

Note The information in this table requires that SLM is enabled in this application. The default field is the Record Group Field Name set from Service Level Management > Administration > Configure Application. If SLM is not enabled, no data is available for this field and the time duration process is not working.

After the data is extracted and processed, Service Manager saves the field change metrics in the following tables.

Note Make sure that the background schedule of timedurationdata process is started to process the raw time stamp information.

  • timeDuration4probsummary
  • timeDuration4cm3r
  • timeDuration4request
  • timeDuration4incidents
  • timeDuration4imTask
  • timeDuration4cm3t
  • timeDuration4requestTask
  • timeDuration4rootcause
  • timeDuration4rootcausetask
  • timeDuration4svcCartItem

You can apply the data in these tables to create calculation or time duration reports. For details about how to create a report by using the time duration metrics, see Create a calculation report by using duration metrics.