0 Replies Latest reply on May 5, 2016 5:10 AM by [email protected]

    How is Incident to Root Cause Duration calculated?

    lee.madden@capita.co.uk Rookie

      Whilst reviewing Saved Searches within the Problem Management Workspace I noticed a Saved Search called "Problems with Incident To Root Cause Duration Calculated" which returns a value of 'Incident to Root Cause Duration'.

       

      I cannot work out exactly how this value is calculated, and therefore cannot judge whether it is of any value to me . Can anyone assist ?

       

      The field description for 'Incident to Root Cause Duration' states that it is "Time between 1st Incident Linked Date/Time and Identification of a Root Cause Date/Time." I cannot reconcile the actual values that are being returned for my Problem Records & linked Incidents with this description no matter how I try.

       

      Thanks in advance for any assistance.

       

      Lee.