I think I'm having problems on what to put on the 'run if:' line and the 'push if field:' line on the filters.
I have 3 filters: 1- one to create a record when a ticket gets created/assigned 2- update the record when it gets reassigned. 3- update the record when it gets resolved. Filter 1: Time in * Run if (( 'TR.Assigned Group' != $NULL$ ) AND ( 'TR.Assigned Group' != 'DB.Assigned Group')) OR (( 'TR.Assigned To' = 'Assigned To') AND ( 'TR.Assigned To' != 'DB.Assigned To')) OR (('Status' != "Resolved") AND ('DB.Status' = "Resolved")) * Push fields if (( $Request ID$ = 'Request ID2') AND ( $Assigned To$ = 'Assigned To') AND ( 'Assign Time' = $NULL$ ) AND ( 'Status' != "Resolved")) OR (( $Assigned Group$ = 'Assigned Group') AND ( $Request ID$ = 'Request ID2') AND ( 'Assign Time' = $NULL$ ) AND ( 'Status' != "Resolved")) Filter 2: Time out on Reassignment * Run if (( 'DB.Assigned Group' != 'Assigned Group' ) OR ( 'DB.Assigned To' != 'Assigned To' )) AND (( 'Status' != "Resolved") AND ('DB.Status' != "Resolved")) * Push fields if ( $Request ID$ = 'Request ID2') AND ( 'ReAssign Time' = $NULL$ ) AND ( 'Resolved Time' = $NULL$ ) Filter 3: Time out on Resolved * Run if 'Status' = "Resolved" AND 'DB.Status' != "Resolved" * Push Fields if ( $Request ID$ = 'Request ID2') AND ( 'ReAssign Time' = $NULL$ ) AND ( 'Status' != "Resolved") -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LisaD Sent: Friday, March 14, 2008 1:46 PM To: arslist@ARSLIST.ORG Subject: Re: Track time on how long the ticket was on a group's queue LisaD wrote: > > 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" >> >> > > -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%27s-queue-tp15950817p16097067.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"