I think I'm having problems on what to put on the 'run if:' line and the
'push if field:' line on the filters.
I have 3 filters:
1- one to create a record when a ticket gets created/assigned
2- update the record when it gets reassigned.
3- update the record when it gets resolved.
Filter 1: Time in
* Run if (( 'TR.Assigned Group' != $NULL$ ) AND ( 'TR.Assigned Group' !=
'DB.Assigned Group')) OR (( 'TR.Assigned To' = 'Assigned To') AND (
'TR.Assigned To' != 'DB.Assigned To')) OR (('Status' != "Resolved") AND
('DB.Status' = "Resolved"))
* Push fields if (( $Request ID$ = 'Request ID2') AND ( $Assigned To$ =
'Assigned To') AND ( 'Assign Time' = $NULL$ ) AND ( 'Status' !=
"Resolved")) OR (( $Assigned Group$ = 'Assigned Group') AND ( $Request ID$ =
'Request ID2') AND ( 'Assign Time' = $NULL$ ) AND ( 'Status' !=
"Resolved"))
Filter 2: Time out on Reassignment
* Run if (( 'DB.Assigned Group' != 'Assigned Group' ) OR ( 'DB.Assigned
To' != 'Assigned To' )) AND (( 'Status' != "Resolved") AND ('DB.Status' !=
"Resolved"))
* Push fields if ( $Request ID$ = 'Request ID2') AND ( 'ReAssign Time' =
$NULL$ ) AND ( 'Resolved Time' = $NULL$ )
Filter 3: Time out on Resolved
* Run if 'Status' = "Resolved" AND 'DB.Status' != "Resolved"
* Push Fields if ( $Request ID$ = 'Request ID2') AND ( 'ReAssign Time' =
$NULL$ ) AND ( 'Status' != "Resolved")
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LisaD
Sent: Friday, March 14, 2008 1:46 PM
To: [email protected]
Subject: Re: Track time on how long the ticket was on a group's queue
LisaD wrote:
>
> We had to build this exact same thing for a custom application in the
> past. We created a form that captured all changes in status by assigned
> group, which worked like this:
> Time Capture Record is created on first assignment of ticket and logs
> Group, Person, Start Date/Time assigned, status, ticket#, etc.
> Time Capture Record is updated on assignment change, and logs the End
> Date/Time, and creates a new Time Capture Record using the End Date Time
> of the previous record as the Start Date/Time.
>
> You get the picture..... then I reported on this form using Crystal
> Reports and I translated the Date/Timestamps into DD/HH/MM
>
> What isn't working with yours? I may be able to assist.
>
>
> Rocky - wrote:
>>
>> I agree with you guys but I don't want to mess with that for now :) Well
>> technically we are open 24/7 including holidays so I don't really have to
>> worry about that for now and we do have a field on the form where the
>> tech can input the time they spent on the ticket.
>>
>> Thanks,
>> Rocky
>>
>> -----Original Message-----
>> From: Action Request System discussion list(ARSList)
>> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
>> CS/SCCE
>> Sent: Wednesday, March 12, 2008 7:15 AM
>> To: [email protected]
>> Subject: Re: Track time on how long the ticket was on a group's queue
>>
>> Good point...in my application I capture both--"wall clock" time and
>> business time. I've found, though, that in our environment, most people
>> don't care about and/or understand the concept of business time, so the
>> business time schedules aren't maintained very well.
>>
>> That's the catch with business time--in order for it to be of any value,
>> someone must actively and aggressively maintain the schedules each year
>> and every time a new support group is created or changed, etc.
>>
>> -----Original Message-----
>> From: Action Request System discussion list(ARSList)
>> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
>> Sent: Wednesday, March 12, 2008 9:10 AM
>> To: [email protected]
>> Subject: Re: Track time on how long the ticket was on a group's queue
>>
>> Rocky,
>>
>> I hate to complicate things, but "wall clock time" may not be the
>> right way to go. ( Maybe it is, but maybe it is not.)
>>
>> You may also need to consider "Business time" calculations in this
>> math depending on your business needs.
>>
>> The classic example is this....
>>
>> An issue is give to the help desk at 4:50 PM on Friday and it not
>> resolved before they close that day. ( They close at 5PM and reopen
>> Monday at 8AM.) Monday morning it is discovered that the problem was
>> resolved due to a network issue being resolved over the weekend and
>> the issue is "Resolved" at 8:05 AM Monday.
>>
>> Did the ticket "stay" in the Help Desk for more than 2 days or for
>> only 15 minutes?
>>
>> ( The same idea can apply for holiday hours too.)
>>
>> As long as the numbers are understood then they can be interpreted.
>> But sometimes it is hard to "subtract non-working hours" after the
>> fact. It can also be a challenge to identify what "business hours"
>> should be applied to an incident too. The Help Desk only worked the
>> ticket for 15 minutes, but the networking group spend 4 hours fixing
>> the network problem. So should the report actually show 15 minutes or
>> 4 hours and 15 minutes?
>>
>> You also have common conditions like the HelpDesk does not update the
>> ticket in the first 15 minutes of Monday AM. They are to busy so they
>> get to it around 4PM Monday. Again... should they be "credited" with 7
>> hours of working on the issue?
>>
>> The details of how your business uses the data, and actually operates
>> will drive the value of the information obtained.
>>
>> --
>> Carey Matthew Black
>> Remedy Skilled Professional (RSP)
>> ARS = Action Request System(Remedy)
>>
>> Love, then teach
>> Solution = People + Process + Tools
>> Fast, Accurate, Cheap.... Pick two.
>>
>>
>>
>>> > -----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
>>
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