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:[email protected]] On Behalf Of Abhishek Anand Sent: Friday, November 10, 2017 5:49 AM To: [email protected] 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) <[email protected]<mailto:[email protected]>> on behalf of Ramy S. Ayoub <[email protected]<mailto:[email protected]>> Sent: Friday, November 10, 2017 3:12:54 PM To: [email protected]<mailto:[email protected]> 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 <[email protected]<mailto:[email protected]>> 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"
