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

Article:TECH26134  |  Created: 2007-01-26  |  Updated: 2007-01-29  |  Article URL
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Article Type
Technical Solution


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.


Helpdesk 6.0.x

Altiris Report Pack for Helpdesk Solution 6.0.x


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.


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 (3 kBytes)

Supplemental Materials

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

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