There are no real OOB ways to get that information. Years ago in a class far
far away, Lenny Warren taught us how to build our own time tracking
functionality. It was very easy and allowed you to get as granular in each
ticket as you wanted. It takes about 5 or 6 custom fields and 4 or 5 pieces
of workflow. I'll look through my old files and see if I can find the
instructions. I have zipped most of that up.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abhishek Anand
Sent: Friday, November 10, 2017 5:49 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Report requirement - Total Effort spent by each support
group in a particular Incident
**
Yes but I didn't get any OOB report fulfilling the requirements so if u are
aware pls do let me know in ITSM 8.1.02
Get Outlook for
Android<https://urldefense.proofpoint.com/v2/url?u=https-3A__aka.ms_ghei36&d=DwMF-g&c=cBOA5YEoZuz9KdLvh38YxdrPtfJt83ckXekfBgq5xB0&r=TjDOQeE84FB3IkKBOKJ7-reBz8qKDLQv4sMWw_GFxq4ypeuVm4ZMlj00hGeKuFbo&m=kBUefMZvXfedTTr58NP886LrPzDzc35yrxnkoZ8uDFs&s=iJOFyp2yIWvpZ5TgxTaXjnIRy-DAd7S6aLO7SP-Y3pc&e=>
From: Action Request System discussion list(ARSList)
mailto:arslist@ARSLIST.ORG>> on behalf of Ramy S. Ayoub
mailto:ramyay...@gmail.com>>
Sent: Friday, November 10, 2017 3:12:54 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Report requirement - Total Effort spent by each support group in a
particular Incident
**
Did you checked out of the box reports ?!
On Fri, Nov 10, 2017 at 1:07 PM Abhishek Anand
mailto:abhi.masc...@gmail.com>> wrote:
Hi Experts,
We are having a requirement to retrieve a report from Incident - HPD_HelpDesk.
Scenario -
To calculate the total time spent by each support groups in a particular
Incident.
It should be calculated as per the business hours & also excluding the
Pending/Resolved/Closed & Cancelled status whenever the SLA is stopped.
Please could you suggest on it.
Early response will be highly appreciated.
Regards,
AA
___
UNSUBSCRIBE or access ARSlist Archives at
www.arslist.org<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.arslist.org&d=DwMF-g&c=cBOA5YEoZuz9KdLvh38YxdrPtfJt83ckXekfBgq5xB0&r=TjDOQeE84FB3IkKBOKJ7-reBz8qKDLQv4sMWw_GFxq4ypeuVm4ZMlj00hGeKuFbo&m=kBUefMZvXfedTTr58NP886LrPzDzc35yrxnkoZ8uDFs&s=HO6lMPZvqgco9Iif54QDhE18w8Q4FP3EgBadMeN7hU8&e=>
"Where the Answers Are, and have been for 20 years"
--
Sent from Gmail Mobile
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"
