Another approach. Maybe slightly long winded and may even not be practical. Depends on how badly you need this solution. Create a form. Every time a ticket is assigned to a group, create an entry in this form. when sending out the email, you can they query this form to see how many current tickets are assigned to a group, multiply the number of tickets by 20 and use the Business time functions to get a date and time when the ticket will be attended to. You will of course have to make sure that you update the form with the status of the ticket. Run a weekly escalation to delete closed tickets. Like i said a bit long winded, but should work.
Shafqat Ayaz ________________________________ From: John Sundberg <[email protected]> To: [email protected] Sent: Fri, April 1, 2011 12:21:27 PM Subject: Re: Email Notifcation ** OK -- a totally different approach. (No SQL to do at all) (Something to this effect) In the email say: We look forward to helping you out shortly. Typically - these calls average about 20 minutes to help somebody get back on their feet with their issue. However - sometimes we have a couple calls stacked up - but that is fairly rare. Our stats show 95% of the time we help people with 30 minutes of reporting the problem. We look forward to resolving your issue. Thanks, -Your lovely support team On Apr 1, 2011, at 7:41 AM, Nair, Rajesh SISPL wrote: ** As is said SQL is one way. Using table count, i am not that comfortable and does not sound to me a good solution as i need to run a refresh each time a request is raised. This will lead to unnecessary slowing down of the system. In a day total of approx 2k tickets are raised. If any one can think of better and easy way then SQL will be helpfull With Best Regards Rajesh ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Bala iLink Sent: Friday, April 01, 2011 5:05 PM To: [email protected] Subject: Re: Email Notifcation ** Hi Rajesh I would suggest to configure the minutes required for resolving an incident in a field and either use sql query or a hidden table to count the no of records and then multiply with value in the field Thanks Bala ________________________________ Date: Fri, 1 Apr 2011 06:18:03 +0200 From: [email protected] Subject: Re: Email Notifcation To: [email protected] . ** Hi, As Dwayne said one way to do it is through SQL. which i am already doing it to populate the number of open ticket against a consultants name. But not sure how to go with the Business hours. Yes we are using Business hours and Holidays for SLA's LJ, can you please eloborate a little about this. I am not able to get the concept right. May be i not thinking the the way you are. With Best Regards Rajesh ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of LJ LongWing Sent: Thursday, March 31, 2011 7:57 PM To: [email protected] Subject: Re: Email Notifcation ** Rajesh, If you have business hours setup, you could even take the count provided below and run it through a business time add function and take $TIMESTAMP$ as the start and add that many min’s, that would give you a date/time that you would expect to get to it… From:Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Martin, Dwayne - martinrd Sent: Thursday, March 31, 2011 7:56 AM To: [email protected] Subject: Re: Email Notifcation ** Hi Rajesh, How about running an sql query, eg “select count(*) from whatevertable where whateverconditions,” then multiply that number by 20 or whatever. Dwayne Martin James Madison University From:Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Nair, Rajesh SISPL Sent: Thursday, March 31, 2011 9:23 AM To: [email protected] Subject: Email Notifcation ** Dear List, Am working on a older version 6.3 patch 24 on Oracle 9i Just got a requirement, so thought of listing out to the experts out here We have a HTML formatted mail which are being send to the end user. Now the requirement is :- Say Service Desk assings the ticket to the Group A and this Group A already have a list of ticket which are being worked upon say 10 open tickets. When a new ticket comes in to this group a mail should trigger to the user saying the ticket will be attended to in so and so time. The scenario is if one ticket takes approx say 20 minutes to work upon the 11th ticket should send in a time say 11*20 i.e 220 minutes so the end user should get a mail saying your call will be attended in 220 minutes.(20 minutes is not a realtime figure but taking 20 minutes a becnhmark time for resolution) Any idea how can this be done With Best Regards Rajesh _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ -- John Sundberg Kinetic Data, Inc. "Building a Better Service Experience" Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award [email protected] 651.556.0930 I www.kineticdata.com _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
