Hi Neha Maybe this link will help. It really depends on your exact requirement. This HPD:Help Desk Assignment Log form captures how long the Incident was assigned for each support group/assignee
Here is a link to a previous discussion on this form: http://ars-action-request-system.1093659.n2.nabble.com/ITSM-7-5-Reporting-O ff-form-quot-HPD-Help-Desk-Assignment-Log-quot-td7228917.html If you want the total time spent for Incidents that are resolved, summing up the duration for all related entries from the assignment log will do it. ALternatively, you can just subtract the resolve time from the create date to get the number of seconds that the incident was open. If you are using Crystal Reports or Business Objects Analytics, you can create a formula to do this. Your formula could have logic to use the current time instead of resolve time if the ticket is still open. If you educate your users to use the assignment log to capture their actual¹ time spent, you can use that data which is also in the aforementioned assignment log. Hope this helps you to find the right path Thanks Randeep On 11/21/2013, 7:23 AM, "Neha Khandelwal" <[email protected]> wrote: >Hi List, > >Again I need your assistance for below issue. > >I need to calculate Total Time Spent in an incident. I found existing >field Total_Time_Spent in HPD:Help Desk form. Looking into the associated >active links and filters, I am not able to find, if this is the field Ia >m looking for. > >Can anyone please assist, if Toatrl_Time_spent is the only field which >holdds total time passed on , on the incident? > >Regards >Neha Khandelwal > >__________________________________________________________________________ >_____ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >"Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
