Need Help with incident rule

todd.waldron@yale.edu · 07-19-2007, 10:15 AM

I would like to set up a rule which sets a timer for each new incident, and tracks the time between incident creation and resolution.

any suggestions would be greatly appreciated

asebastian · 07-19-2007, 01:33 PM

What exactly do you want the rule to do with the time, or is the rule to calculate it? Will the data need to be stored somewhere?

Amber

todd.waldron@yale.edu · 07-19-2007, 02:19 PM

i'm just looking to calculate it anddisplay it on the incident and occasionaly report on against it. I actually did observe a "time spent" field, but the value doesn't jibe with the time stamps for incident creation & incident resolution.

It simply shows a value of, say, 4 in this case. no hours/minutes, etc.

I'm just not sure how to configure the action when creating an incident rule.

I'm very new to the Altiris suite ( I just inherited an altiris implementation ), and am not sure how to configure the Action item in the incident rule I'm trying to create.

Even just tweaking the 'Time Spent' field to more accurately reflect the actual time, in terms of hours & minutes, would be just fine.

asebastian · 07-19-2007, 02:47 PM

You should be able to update the time spent field when updating the incident. However, this field is only keyed in minutes. It will automatically calculate a time spent based on the amount of time the incident is opened for editing, but this usually isn't an accurate interpretation.

You could also create a SQL query that will calculate the time amount of time between the create date and time and the last modified date and time.

select workitem_created_on, workitem_modified_on, DATEDIFF(dd,workitem_created_on,workitem_modified_ on) as 'Time Spent'
From Workitem_Current_View
**This statement will tell you how many days were between the created date and the modified date.

Hope this helps!

Amber

todd.waldron@yale.edu · 07-19-2007, 03:07 PM

Thank you so much Amber! It looks like this will do the trick - basically, we don't want to allow workers to input the time spent, we'd rather have altiris helpdesk keep track, and this looks like exactly what i need for the rule.

tjw

Mike · 07-19-2007, 09:20 PM

What a kickin idea. I decided to create the incident rule myself. Feel free to tweak:

Code:

<Helpdesk>
<IncidentRules>
  <IncidentRule>
    <Guid>83d10fd4-aeae-44a3-8faa-24f45150e1f5</Guid>
    <Name>Date Stamp Closed Incidents</Name>
    <Description>This incident rule automatically appends the incident comment with the total time taken to resolve the incident
Mike Ainsworth
mainsworth@ns-experts.com</Description>
    <Status>active</Status>
    <Rank>0</Rank>
    <IsTerminal>no</IsTerminal>
    <ApplyTo>all</ApplyTo>
    <IncidentEdits>
      <SetValue field="workitem_comment" value="workitem(workitem_comment)&#xD;&#xA;------------------------&#xD;&#xA;Time to resolution = HDQUERY[[select DATEDIFF(hh,[workitem_created_on],[workitem_modified_on]) From [Workitem_Current_View] where workitem_number = WORKITEM(workitem_number)]] hours" />
    </IncidentEdits>
    <Criteria>
      <Criterion field="workitem_status_lookup_id" op="optEqual" value="600" type="uint" />
    </Criteria>
  </IncidentRule>
</IncidentRules>
</Helpdesk>

todd.waldron@yale.edu · 07-20-2007, 04:12 PM

Mike, Thanks so much for taking the time write up the rule & reply. VERY much appreciated. I'm going to set this up now and kick the tires.

Really appreciate the help, thanks again.

-tjw

Mike · 07-20-2007, 06:31 PM

Cool. Let me know if you have any trouble importing it. I dressed mine up a little by using markup tags like [ b ] [ /b ] and [ color=blue ] [ /color ] (w/out the spaces), but the forum automatically removed those tags when I posted.

To change the time to minutes instead of hours, you could change the datediff statement to mi instead of hh.

That was a fun one. Hope it helps.

gwagner · 02-27-2008, 04:27 PM

this is very slick. thank you