Spreadsheet: 125980d1319455745-calculating-hours-that-have-passed-from-one-date-to-another-bookbeaut
Sheet: Sheet2

 | INCIDENT_NUMBER | STATUS | [NAME] | ASSIGNEE | [NAME] | SERVICE_TYPE | OPCAT1 | OPCAT2 | OPCAT3 | PRODCAT1 | PRODCAT2 | PRODCAT3 | PRODUCT_NAME | [NAME] | [NAME] | PRIORITY | REPORTED_DATE | RESPONDED_DATE | LAST_RESOLVED_DATE | LAST_MODIFIED_DATE | AGEDAYS
1 | INC000002499828 | resolved | GLBL-EERP Infrastructure Support | [NAME] | VERY URGENT Unix access Needed | user service restoration | Report | Incident | Hardware | Software | Business Application | SAP-CSY-CIS-INF-BUD-TRFI-EFU-UK1 | SAP - EBS | Contacted customer and provided password and he can successfully login | Access Admin - No Auth | medium | 2011-09-28 18:54:26 | 2011-09-28 18:54:26 | 2011-10-19 11:09:15 | 2011-10-19 11:09:20 | 23
2 | INC000002552848 | cancelled | GLBL-EERP Infrastructure Support | [NAME] | Test | user service restoration | Problem | Technical Failure |  | Hardware | PC |  |  |  |  | critical | 2011-10-12 14:58:46 | 2011-10-12 14:58:46 | 2011-10-14 14:55:53 | 2011-10-14 14:55:56 | 9
3 | INC000002562644 | cancelled | GLBL-EERP Infrastructure Support | [NAME] | ukapx121.ukap.astrazeneca.net :Memory Free went into alarm | user service restoration | Problem | Process Failure |  | Software | Application Hosting |  |  |  |  | low | 2011-10-14 13:15:44 | 2011-10-14 13:15:44 | 2011-10-14 13:29:00 | 2011-10-14 13:29:03 | 7
4 | INC000002562694 | cancelled | GLBL-EERP Infrastructure Support | [NAME] | BMC Support Test Incident | user service restoration | Problem | Process Failure | Lack of monitoring | Hosting Services | Citrix | Streaming |  |  |  | low | 2011-10-14 13:43:25 | 2011-10-14 13:43:25 | 2011-10-14 14:56:14 | 2011-10-14 14:56:17 | 7
5 | INC000002562680 | cancelled | GLBL-EERP Infrastructure Support | [NAME] | Zak test Scenario 3 | user service restoration | Backup | Data | Website | Software | Web  Server - Hosting | Unix/Linux platform |  |  |  | low | 2011-10-14 13:37:55 | 2011-10-14 13:37:55 | 2011-10-14 14:56:05 | 2011-10-14 14:56:08 | 7
6 | INC000002526514 | resolved | GLBL-EERP Infrastructure Support | [NAME] | Please raise a ticket for unix team | user service request | Request | Add |  | Software | Business Application | 10 Platinum SLC | ASTRAN UNIX | Password reset provided by 3rd party  krsk685 | On-Site Support | medium | 2011-10-05 03:59:57 |  | 2011-10-18 13:01:21 | 2011-10-18 13:01:23 | 17
7 | INC000002578787 | resolved | GLBL-EERP Infrastructure Support | [NAME] | ukapx132.ukap.astrazeneca.net:-  Memory:Memory Free went into warning. | user service restoration | Fix/Repair | Software | Application | Software | Operating System | Other |  | IBM Director process was consuming high memory  this process was hanging during the initial configuration | On-Site Support | medium | 2011-10-19 02:49:31 | 2011-10-19 02:49:31 | 2011-10-19 08:32:45 | 2011-10-19 08:32:49 | 3
8 | INC000002578301 | resolved | GLBL-EERP Infrastructure Support | [NAME] | Remote Desktop Help Session Manager:Status went into alarm. | user service restoration | Fix/Repair | Software | Application | Foundation Application | Citrix | Citrix |  | Server is a DR server that has not yet been fully provisioned as it is not yet a domain member. The server should not be monitored at present and was 'blacked out' from BMC for that reason | On-Site Support | medium | 2011-10-18 22:26:01 | 2011-10-18 22:26:01 | 2011-10-19 08:40:19 | 2011-10-19 08:40:37 | 3
9 | INC000002583469 | closed | GLBL-EERP Infrastructure Support | [NAME] | ukapbmcp1blc3.Windows Remote Desktop Help Session Manager:Status went into alarm. | user service restoration | Problem |  |  | Reference Configuration | Facilities | DataCenter | Local Server Room | Changed monitoring to bring in line with live | Remote Control | low | 2011-10-20 00:41:28 | 2011-10-20 00:41:28 | 2011-10-20 03:37:53 | 2011-10-20 03:38:15 | 2
10 | INC000002583921 | resolved | GLBL-EERP Infrastructure Support | [NAME] | ukblx345.ukhx.astrazeneca.net  AIX - Memory:Memory Free went into warning. | user service restoration | Fix/Repair |  |  | Software | Operating System | Other |  | IBM Director process was consuming high memory  this process was hanging during the initial configuration | On-Site Support | medium | 2011-10-20 05:57:38 | 2011-10-20 05:57:38 | 2011-10-20 09:46:16 | 2011-10-20 09:46:19 | 1
11 | INC000002583681 | resolved | GLBL-EERP Infrastructure Support | [NAME] | ukapx132.AIX - LPAR Memory:Memory Free went into warning. | user service restoration | Fix/Repair |  |  | Software | Operating System | Other |  | IBM Director process was consuming high memory  this process was hanging during the initial configuration | On-Site Support | medium | 2011-10-20 02:48:41 | 2011-10-20 02:48:41 | 2011-10-20 09:33:29 | 2011-10-20 09:33:32 | 2
12 | INC000002578794 | resolved | GLBL-EERP Infrastructure Support | [NAME] | ukapx129  AIX - Error Log Oct 19  12:51:26 AM  Errors:Matched Content went into warning. | user service restoration | Fix/Repair | Software | Application | Software | Operating System | Other |  | Warning in error report  we may need to raise a change to adjust this threshold. This issue has been emailed to the build team for advice. | On-Site Support | medium | 2011-10-19 02:58:32 | 2011-10-19 02:58:32 | 2011-10-19 10:13:24 | 2011-10-19 10:13:41 | 3
13 | INC000002578965 | resolved | GLBL-EERP Infrastructure Support | [NAME] | ukblx354.ukhx.astrazeneca.net  AIX Oct 19  2011 2:06:28 AM  Memory:Memory Free went into warning. | user service restoration | Fix/Repair | Software | Application | Software | Operating System | Other |  | Monitored server and memory has now been released and all ok | On-Site Support | medium | 2011-10-19 04:18:19 | 2011-10-19 04:18:19 | 2011-10-19 10:32:01 | 2011-10-19 10:32:17 | 3
14 | INC000002579265 | resolved | GLBL-EERP Infrastructure Support | [NAME] | ukapx121  AIX - Error Log Oct 19  2011 5:50:12 AM  Errors:Matched Content went into warning. | user service restoration | Fix/Repair | Software | Application | Software | Operating System | Other |  | Warning in error report  we may need to raise a change to adjust this threshold. This issue has been emailed to the build team for advice. | On-Site Support | medium | 2011-10-19 07:52:23 | 2011-10-19 07:52:23 | 2011-10-19 10:35:55 | 2011-10-19 10:36:03 | 2
15 | INC000002582196 | closed | GLBL-EERP Infrastructure Support | [NAME] | Investigate that SAPAdmin is enabled and in the administrators group on all Windows Blades in EERP | user service restoration | Fix/Repair |  |  | Reference Configuration |  |  |  | Used remote desktop to connect to all blades and examine hte status of the sapadmin account used by infosys as per A [NAME] and [NAME] request. Found numerous instances where the account was disabled so re-enabled and updated [NAME]. | Remote Control | medium | 2011-10-19 18:02:22 |  | 2011-10-19 22:22:34 | 2011-10-19 22:26:08 | 2
16 | INC000002578792 | resolved | GLBL-EERP Infrastructure Support | [NAME] | ukblx345.ukhx.astrazeneca.net:- Memory:Memory Free went into warning. | user service restoration | Fix/Repair | Software | Application | Software | Operating System | Other |  | pconsole process was consuming high amount of memory  this process was cleaned. | On-Site Support | medium | 2011-10-19 02:54:17 | 2011-10-19 02:54:17 | 2011-10-19 09:09:34 | 2011-10-19 09:09:37 | 3
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