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Actual Duration Format Field inconsistency

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Eric P_2
Senior Member

Actual Duration Format Field inconsistency

Dear All,

I just got complain from my customer about why the Actual Duration Format Field count 1 day = 24 hours (isn't it supposed to count as 1 day = 8 hours as what we define in service level)

Yes my Actual Duration count "Actual Finish" - "Actual Start" and count only support hour which is 8 hours/day.

But when we show the Actual Duration field on service call window and set the format to "123d,9h,36m" then it counts 1 day=24 hours.

How do you guys answer this?

Thanks,
Eric
4 REPLIES
Michel SILVA SO
Occasional Visitor
Solution

Re: Actual Duration Format Field inconsistency

Hi Eric,
Be aware that to have 1day = 8h you have to relate the Service Call to a Service where you define all this.

Check the default Service: Admin Console: DATA\Codes\SLA\...

Check also in the General Settings on Application Tab which option is used for the Planned Time Calculation Uses:

Hope this helps,
Rgds,
Michel
Eric P_2
Senior Member

Re: Actual Duration Format Field inconsistency

HI Michel,

Yes I aware of those options.-thanks

But now when my clients ask to print out all solved calls in 2006 including Actual Start, Actual Finish and Actual Duration.

Then I created view and show those fields. I need to show Actual Duration field with "123d,9h,36m" format. Unfortunately they convert it using 1day = 24 hours.

Are there anyway to change the format to follow 1 day = 8 hours?

Thanks,
Eric
Michel SILVA SO
Occasional Visitor

Re: Actual Duration Format Field inconsistency

Hi Eric,

At this stage I think only Calculation can help... in my opinion.

Rgds,
Michel
Eric P_2
Senior Member

Re: Actual Duration Format Field inconsistency

Hi Michel,

Yea, I did not find any way to modify it either...

Thanks for your answer.

If possible I would like to have other pros opinion and how they handle this.

Looks like my client will not so happy. haha

Thanks,
Eric

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