Dear Listers, I had created an integer field called Response time(Min) in HPD:helpdesk form. I would like to measure the duration takes when the case was set to Work In Progress.
1) Problem: I was unable to locate the field that has TIMESTAMP for Work in Progress. The only field I can see was Create Time, Arrival Time, Assigned Time and Resolved Time. Workaround : Happened to see this field from the drop down field. I used this field instead Status History.Work In Progress.TIME from the HPD:Helpdesk form. But physically still unable to locate it in the form. I do not know what format this time was stored as. Can only view it from User Tool -> View -> Status History 2) Problem : Wants to know the duration of the case from Status Assigned to Satus Work In Progress Workaround : Create a filter to Execute on ( 'DB.Status' != 'TR.Status') AND ( 'TR.Status' != $NULL$ ) Set Field : Response time(Min) = ($Status-History.Work In Progress.TIME$ - $Create Time$) / 60 3) Problem : My assigned Time shows = 05 Apr 2008 14:21 >From Status History WIP = 05 Apr 2008 15:04 Result from the filter created above gave me this result = -18,408,768.00 Is there anything wrong with the calculation done in the filter I created above? I just minus the difference from both TIME field. Why it resulted in negative value? Your kind advice pls. I'm kinda stuck here. Argh!!! AR Sytem 6.3 Helpdesk 6.0 SLA 6.0 Regards Hawa UOB EMAIL DISCLAIMER Any person receiving this email and any attachment(s) contained, shall treat the information as confidential and not misuse, copy, disclose, distribute or retain the information in any way that amounts to a breach of confidentiality. If you are not the intended recipient, please delete all copies of this email from your computer system. As the integrity of this message cannot be guaranteed, neither UOB nor any entity in the UOB Group shall be responsible for the contents. Any opinion in this email may not necessarily represent the opinion of UOB or any entity in the UOB Group. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
