UNCLASSIFIED "Another process that can be used is to set a hidden field using Business Hours rules when the record is Resolved." And going forward, I agree.
Problem is I have to provide a report for all after hours tickets since April. Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-602-2525 x251 Apparently, there is nothing that cannot happen today. Mark Twain -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Thursday, September 13, 2007 2:03 PM To: [email protected] Subject: Re: Ticket Reporting - Outside Normal Business Hours (U) In the past folks have presented some great searches that will find records based on time criteria and the day piece of the date/time stamp is ignored. Another process that can be used is to set a hidden field using Business Hours rules when the record is Resolved. The process adds 0 seconds to the current time. If it is outside of the business hours the hidden field will not be the same as the Resolved Date field. Dave -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Thursday, September 13, 2007 1:56 PM To: [email protected] Subject: Ticket Reporting - Outside Normal Business Hours (U) UNCLASSIFIED Our environment - Windows server 2003 ARS 6.3 patch 21 SQL 2000 Help Desk 5.5 SLA 5.5 I need to build a report that will include tickets submitted and/or resolved outside of normal business hours. The "Business Tag" field is of no assistance because it is written to on submit; tickets resolved after normal hours may have been submitted at any time in the past. The "Assigned to Group+" field is of no assistance because any of our techs may provide a service in or out side of normal business hours. Tickets will have been submitted and/or resolved after 1800 and before 0700 daily, Sunday thru Saturday. I have Crystal Reports. Any assistance is appreciated. Thanks. Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-602-2525 x251 Apparently, there is nothing that cannot happen today. Mark Twain ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" __________________________________________________________________________ _____ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
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