How to get elapsed time between analyst assignments and group changes?

Products

• CA Service Desk Manager

Issue/Introduction

How is it possible to obtain the elapsed time between assignments of analysts, and between changes of groups of the same ticket?

Environment

Release : 17.3

Component : Service Desk 

Resolution

You can check the activity log to the elapsed time. For example, a Transfer activity log with "Transfer Assignee from '' to 'ServiceDesk'"  and  "Transfer Group from '' to 'xyz'"--the first is the case is assigned and the second is the group is assigned. You take their time stamp difference and the difference is the elapsed time. If you want to report on this elapsed time, the info is not in mdb directly and not in any file. The only way to have it is to customization--customization may be done Service Desk side with spel code or from Jaspersoft side with some custom operator script. Unfortunately none of these customization is supported and you may want to post your request on community web site and see if some community users did it before and willing to share

https://community.broadcom.com/enterprisesoftware/communities/community-home/digestviewer?CommunityKey=e2cd3188-49bc-4f38-88f1-74260f56fa66&?tab=digestviewer