HI so do you know why you cant get an accurate MIM report that gives the time from when P1 was actually promoted>Resolved v when the actual incident was created as in most cases tickets come in as lower priority and then eventually can go to P1 but the business duration is giving a miscalculated duration time. So say a medium ticket was logged at 09:00 and then later on at 1pm upgraded to P1/promoted, and you resolve at 4pm, the duration shows as 7hrs where in fact it was only 3hrs impact.
Thank you so much for MIM videos!
HI so do you know why you cant get an accurate MIM report that gives the time from when P1 was actually promoted>Resolved v when the actual incident was created as in most cases tickets come in as lower priority and then eventually can go to P1 but the business duration is giving a miscalculated duration time. So say a medium ticket was logged at 09:00 and then later on at 1pm upgraded to P1/promoted, and you resolve at 4pm, the duration shows as 7hrs where in fact it was only 3hrs impact.
sorry i found it was the outage section/report to do this
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