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ITSM Help understanding " Define Settings for durations "

Mar 06, 2017 at 02:23 PM

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Hi,

I am pretty new to ITSM and am trying to set up custom status, and I am trying to understand the below options

Let's look at the "Customer Action" status, when there is written "SRQ_TOT_DUR", it tells the system "as long as the ticket is in status E0002, the time spent has to be added to the "total duration time" , but for SRV_RR_DURA, which is the MPT time, it tells the system "Stop the timer for the MPT as the ticket is at the customer" (the link customer time / status is done in another table). The netry with SRQ_TOT_DUR tells the system to add the time to the "total duration" time. Is that right ?

Also, where do we tell the system "if it is status X, close the tickets and calcul the MPT, time spent...? Is it in this table aswell ?

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