CA Service Desk ticket report based on status or group assignment

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Is there a way to report on the time a CA Service Desk (CA SDM) ticket is opened minus the time the ticket spends in a certain status (i.e. on hold) or how long a ticket is assigned to a group before case closure?

Environment

CA Service Management 14.x and 17.x

Resolution

Unfortunately, there is no function out of the box in either CA Service Desk Manager (CA SDM) or JasperSoft that provides this information in one step.

The reason is that the time the ticket spends in a certain status (i.e. On Hold) or how long a ticket is assigned to a group is not stored anywhere at the MDB level so it can not be retrieved as a single piece of information.

This information, however, can be retrieved from the ticket's Activity Log. Within the Activity log, it is documented when the status of a ticket has changed or group assignment has changed and the corresponding time stamp.

Unfortunately, this will require custom report writing.  

For the scenario where you want to report on the ticket status, you will need the time stamp for a specific request (call_req_id and time stamp) for an initial action. Then search for an action type "ST" which means status changed. If the action_description contains HOLD, or whatever status you wish to report on, take the time stamp again.

Unfortunately, custom report writing is out of scope for Broadcom Support, but the following alternatives are recommended:

1. Post a comment in Broadcom CA Service Management Community where many CA SDM customers share knowledge and ideas

2. Engage Broadcom Services to offer a solution