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Acctual time inaccesible

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czajkam
Trusted Contributor.

Acctual time inaccesible

Hi,

I'm running SD 4.5 with Service Pack 23.
I have to count acctual time inaccesible call - simple method. [date close call]-[date registration call]. But my problem is how do it with use support hours.
3 REPLIES
The Pike
Acclaimed Contributor.
Solution

Re: Acctual time inaccesible

I do not think I fully understand what you need to calculate but if I remember correctly, there is a workaround to apply support hours to "custom" time calculations using Planned Start/Planned Finish/Planned Duration if you don't actually use these fields in production. See if it fits to accomplish what you need.

The Pike
Meine de Vries
Super Contributor.

Re: Acctual time inaccesible

How to use the 'use support hours' is not really very clear. It appears you can only use it in conjunction with Service Level Agreements (SLA's). Both the implementation of SLA's and 'use support hours' in SD45 are about as clear as mud.

Maybe this helps:

http://forums13.itrc.hp.com/service/forums/questionanswer.do?threadId=1179330

Meine
czajkam
Trusted Contributor.

Re: Acctual time inaccesible

I have found! It's field [Open time]