The real solution is to fix the clocks on your workstations. As I recall in
HD 3.0, the Arrived time is set by an active link on the client, and the
Assigned time by a filter on the server. (Or vice versa?)
If you don't start using something like NTP to sync up your clocks, you
will continue to fight this battle in other areas.
I had a similar problem when I added work flow to HD 3.0 to compute the
time we spent working the call that generated the ticket in the first
place. Initially, we assigned Start Time via an active link when the user
hit RETURN in the customer ID field, and set Stop Time in a filter. If the
PC's clock was slower than the server, this would result in negative call
durations, which caused other problems. My solution here was to handle both
computations via active links on the client.
--On Monday, December 27, 1999 10:45 AM -0600 "Sanford, Claire"
wrote:
> It worked great!
>
> HD 3.0 was putting the Assigned time before the arrived time and also if a
> ticket was resolved at the same time it came in, the resolved time was
> less than the arrived time.
>
> solution
>
> Changed the filters to read:
> HPD:HPD-SetAssignTime - Assigned = $TIMESTAMP$ +15
> HPD:HPD-ResolvedStatus01 - Resolved = $TIMESTAMP$ +25
>
> I'm tempted to adjust the Modified field, but I don't have any
> calculations that use that time field.
>
>
> Claire Sanford
> Remedy Administrator - Information Systems Division
> Memorial Hermann Healthcare System
> Phone: 713 448 6035
> Fax: 713 448 5848
> claire_sanford@mhhs.org
>
>
> -----Original Message-----
> From: William Barron [mailto:wbarron@SARNOFF.COM]
> Sent: Monday, December 27, 1999 7:33 AM
> To: ARSLIST@LISTSERV.VISTAIT.COM
> Subject: Re: Adding Seconds to $TIMESTAMP$
>
>
> You just do that $TIMESTAMP + 15
>
> Bill Barron
>
> "Sanford, Claire" wrote:
>
>> Short Description
>> The Assigned date is Timestamped before Arrived date
>>
>> Work Around
>> The workaround is to add some seconds to the setfields action in the
> filter
>> HPD:SetAssigned.
>>
>> How do I do this... right now it is set as Assigned = $TIMESTAMP$
>>
>> How do I tell the system to add a few seconds? Assigned = $TIMESTAMP$
>> + 15 SECONDS ??
>>
>> Thanks!
>>
>> Merry Happy Holidaze!
>>
>> Claire Sanford
>> Remedy Administrator - Information Systems Division
>> Memorial Hermann Healthcare System
>> Phone: 713 448 6035
>> Fax: 713 448 5848
>> claire_sanford@mhhs.org
>>
>>
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------------------------------------------------------------------------
Adam Wilkinson awilkins@umich.edu 734/936-8368
------------------------------------------------------------------------
University of Michigan - Information Technology Division
Customer Service and Help Desks
CSHD Remedy Project Leader, Consulting Tools Project Leader,
Knowledgebase Technical Lead, Expert Consultant and Virus Buster
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