We had to build this exact same thing for a custom application in the past. We created a form that captured all changes in status by assigned group, which worked like this: Time Capture Record is created on first assignment of ticket and logs Group, Person, Start Date/Time assigned, status, ticket#, etc. Time Capture Record is updated on assignment change, and logs the End Date/Time, and creates a new Time Capture Record using the End Date Time of the previous record as the Start Date/Time.
You get the picture..... then I reported on this form using Crystal Reports and I translated the Date/Timestamps into DD/HH/MM What isn't working with yours? I may be able to assist. Rocky - wrote: > > I agree with you guys but I don't want to mess with that for now :) Well > technically we are open 24/7 including holidays so I don't really have to > worry about that for now and we do have a field on the form where the tech > can input the time they spent on the ticket. > > Thanks, > Rocky > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 > CS/SCCE > Sent: Wednesday, March 12, 2008 7:15 AM > To: arslist@ARSLIST.ORG > Subject: Re: Track time on how long the ticket was on a group's queue > > Good point...in my application I capture both--"wall clock" time and > business time. I've found, though, that in our environment, most people > don't care about and/or understand the concept of business time, so the > business time schedules aren't maintained very well. > > That's the catch with business time--in order for it to be of any value, > someone must actively and aggressively maintain the schedules each year > and every time a new support group is created or changed, etc. > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black > Sent: Wednesday, March 12, 2008 9:10 AM > To: arslist@ARSLIST.ORG > Subject: Re: Track time on how long the ticket was on a group's queue > > Rocky, > > I hate to complicate things, but "wall clock time" may not be the > right way to go. ( Maybe it is, but maybe it is not.) > > You may also need to consider "Business time" calculations in this > math depending on your business needs. > > The classic example is this.... > > An issue is give to the help desk at 4:50 PM on Friday and it not > resolved before they close that day. ( They close at 5PM and reopen > Monday at 8AM.) Monday morning it is discovered that the problem was > resolved due to a network issue being resolved over the weekend and > the issue is "Resolved" at 8:05 AM Monday. > > Did the ticket "stay" in the Help Desk for more than 2 days or for > only 15 minutes? > > ( The same idea can apply for holiday hours too.) > > As long as the numbers are understood then they can be interpreted. > But sometimes it is hard to "subtract non-working hours" after the > fact. It can also be a challenge to identify what "business hours" > should be applied to an incident too. The Help Desk only worked the > ticket for 15 minutes, but the networking group spend 4 hours fixing > the network problem. So should the report actually show 15 minutes or > 4 hours and 15 minutes? > > You also have common conditions like the HelpDesk does not update the > ticket in the first 15 minutes of Monday AM. They are to busy so they > get to it around 4PM Monday. Again... should they be "credited" with 7 > hours of working on the issue? > > The details of how your business uses the data, and actually operates > will drive the value of the information obtained. > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap.... Pick two. > > > >> > -----Original Message----- >> > From: Action Request System discussion list(ARSList) >> > [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - >> > Sent: Monday, March 10, 2008 10:29 AM >> > To: arslist@ARSLIST.ORG >> > Subject: Track time on how long the ticket was on a group's queue >> > >> > Please help... This is for a custom application and I need to be > able >> to >> > track how long the ticket is sitting on a groups queue in >> > days:hours:mins >> > before it gets re-assigned or resolved. I tried creating a new > form >> > that >> > supposedly will track the assigned time and reassigned time and I > just >> > can't >> > get it to work. >> > >> > Thanks, >> > Rocky > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > NOTICE: This e-mail (and any attachments) may contain PRIVILEGED OR > CONFIDENTIAL information and is intended only for the use of the specific > individual(s) to whom it is addressed. It may contain information that is > privileged and confidential under state and federal law. 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Thank you. > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > ----- Lisa D [EMAIL PROTECTED] -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%27s-queue-tp15950817p16055586.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
