Thanks Jon.. I did look it up as you said and the hrs look correct. But when a report is run and the " hrs to resolve" shows up the time isnt correct. I have a ticket that the Crtl H says 2 hrs and the report says 9 hrs. The user that is creating the report says that the hrs to resolve wasnt chosen but is part of the Resolved field. This is where I cant figure out the problem. I didnt remember the ctrl h and that at least confirmed that the time was correct for the ticket...just not being reported the correct time.
On 7/17/07, Jon Chau <[EMAIL PROTECTED]> wrote:
** Hi Katherine, It depends on if you have workflow setting the particular field in question or not. The field that will give you the proper time when the case was last placed in a "Resolved" status would be called something along the lines of 'Status History.ResolvedTime'. You can view this value from the user tool by hitting control-H when you have the record open. Hope this helps, Jon On 7/17/07, Katherine Hoffner <[EMAIL PROTECTED]> wrote: > > ** Hello Group. > > I have a weird issue with the Resolved time. I will have tickets that > are resolved within a minute or two and the resolved timestamp will show > 8.46 and 1.06. There doesnt seem to be any consistence with the > numbers. When tickets are resolved where is the time being pulled from? > > > -- > Katherine > __20060125_______________________This posting was submitted with HTML in > it___ __20060125_______________________This posting was submitted with HTML in it___
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