Not sure if I got this right, but if all you want to show is if a ticket
was submitted or resolved off hours in a report, I'd create the following
formula in crystal:
two formulas, one for submit, one for resolved something like:
//adjust the time portion below for whatever timezone you're in
booleanvar weekend;
stringvar results;
//Resolved date is translated to a datetime format in HPD_Resolved Date
formula
if dayofweek([EMAIL PROTECTED] Date}) > 1 or dayofweek([EMAIL PROTECTED] Date})
< 7 then
weekend := false
else
true;
if time([EMAIL PROTECTED] Date}) in time("7:00 am") to time("6:00 pm") and
weekend = false then
results := "Business"
else
results := "Off Hours";
results;
Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946
"Hennigan, Sandra H CTR OSD-CIO" <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
<[email protected]>
09/13/2007 01:56 PM
Please respond to
[email protected]
To
[email protected]
cc
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
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