Well, a lot depends on the design of your system, but you could either set the qualification based on the ticket status changes OR on the group name changes. From the very little I know of your system, it sounds like group changes would be most appropriate.
So you could do something like this: 'Assigned Group' != 'DB.Assigned Group' And run this on modify. You also need a filter that creates the initial record on submit. So it works something like this: - Ticket is submitted...first queue record is created..."in" time set on that record - Ticket gets reassigned to new group, so... - First record is closed out with the "out" time...Days/Hours/Minutes calculations done on that record...and... - New record is created for new group assignment... - And so on until the ticket is closed. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Tuesday, March 11, 2008 4:14 PM To: [email protected] Subject: Re: Track time on how long the ticket was on a group's queue What qualifications should I use for the filter that sets the time in and time out? I can get it to work just fine up until if the ticket gets resolved and when it gets reassigned it doesn't track the time in and time out properly. Kaiser Norm E CIV USAF 96 CS/SCCE wrote: > > Creating a separate form is the right idea. > > Put two date/time fields on it--call them what you want...maybe Time in > Queue and Time Out of Queue or something similar. Create two > filters--one that sets the "in" time and one that sets the "out" time. > The one that does that "out" time can also do the calculations I > describe below. > > Have a third field on your form capture the difference between "in" time > and "out" time, and that's simply "out" - "in". That will give you a > number of seconds, so that field should be an integer field. Let's call > that field Total Queue Time. > > Now we need to convert the total number of seconds to the corresponding > days/hours/mins format. Throw three more integer fields onto your form. > Let's call them Queue Time Hours, Queue Time Minutes, and Queue Time > Seconds. You'll use these to calculate the time part of the desired > days/hours/mins format. Set them with these values: > > Queue Time Days = TRUNC($Total Queue Time$ / 86400) > Queue Time Hours = TRUNC((($Total Queue Time$ / 86400) - $Queue Time > Days$) * 24) > Queue Time Minutes = (((($Total Queue Time$ / 86400) - $Queue Time > Days$) * 24) - $Queue Time Hours$) * 60 > > OK, so now you have a field holding your days, a field holding your > hours, and a field holding your minutes. All you need to do now is > concatenate them into a character field by doing some string functions: > > (((LPAD($Queue Time Days$, 2, "00") + "/") + LPAD($Queue Time Hours$, > 2, "00")) + "/") + LPAD($Queue Time Minutes$, 2, "00") > > In the above I'm doing a series of LPAD functions so the system will > fill in a zero if the value is less than ten. For example, 1 day, 1 > hour, and 1 second would be: 01/01/01. > > HTH, > Norm > > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - > Sent: Monday, March 10, 2008 10:29 AM > To: [email protected] > Subject: Track time on how long the ticket was on a group's queue > > Please help... This is for a custom application and I need to be able to > track how long the ticket is sitting on a groups queue in > days:hours:mins > before it gets re-assigned or resolved. I tried creating a new form > that > supposedly will track the assigned time and reassigned time and I just > can't > get it to work. > > Thanks, > Rocky > -- > View this message in context: > http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%2 > 7s-queue-tp15950817p15950817.html > Sent from the ARS (Action Request System) mailing list archive at > Nabble.com. > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > ________________________________________________________________________ _______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > -- View this message in context: http://www.nabble.com/Track-time-on-how-long-the-ticket-was-on-a-group%2 7s-queue-tp15950817p15989839.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
