KNOWN ISSUE: Average Time to Close Incidents report is showing incorrect results

Article:TECH26134  |  Created: 2007-01-26  |  Updated: 2007-01-29  |  Article URL http://www.symantec.com/docs/TECH26134
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Article Type
Technical Solution

Issue



The Average Time to Close Incidents report is showing no or incorrect results after the workitem status codes are re-ordered and 'Closed' is no longer the 6th value.

Environment



Helpdesk 6.0.x

Altiris Report Pack for Helpdesk Solution 6.0.x


Cause



The Average Time to Close Incidents report determined what incidents were closed based on the workitem_status_lookup_ordinal.  This value will change if you reorder the workitem statuses.

Solution



The report has been corrected and is included as an attachment to this article.

To import the corrected report:

  • Unzip the file to a temporary location.
  • From the reports tab in the Altiris Console, right-click on Incident Management\Incidents\Helpdesk\Service Level and select Import.
  • Point to the unzipped file and click OK.


Attachments

AverageTimetoCloseIncidents.zip (3 kBytes)

Supplemental Materials

SourceDEFECT
ValueLB 56899
DescriptionLogged in Littlebuggy (Altiris - Lindon, Plymouth) database

Legacy ID



32275


Article URL http://www.symantec.com/docs/TECH26134


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