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OIBI: HRHD SR: Waiting Time on Service request is not getting calculated (Doc ID 2640989.1)

Last updated on FEBRUARY 27, 2020

Applies to:

Oracle Fusion Human Resources Help Desk Cloud Service - Version 11.13.20.01.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.20.01.0 version, Analytics

ACTUAL BEHAVIOR
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Configured the Service Milestone Configuration for HR Service Requests.
For Resolution Metric it was set to pause when the Status is set to "Waiting"; however the BIP report simply calculates the Average Resolution Time since the SR is reported till the time it is resolved. We have used 'Service - CRM Service Requests Real Time' service area and fields - Category Id, Severity, Reference Number, Resolution Date, Average Time to Resolve (Minutes)

For eg : On SR - SRXXXXXXXX1185 , where the SR Start Time was 6:48 AM and customer had changed the status to WAITING around 06:51 AM and by 06:55 AM it was set back to IN PROGESS and by 6:58 AM the SR was closed.
So as per this SR, the average Resolution time was 6 mins but BI shows the Average Time to resolve is 9 mins (which is calculating the difference between the SR Start Date and SR end date )

Cause

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In this Document
Symptoms
Cause
Solution


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