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Actual Duration field format

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Eric P_2
Senior Member

Actual Duration field format

Dear All,

So far my Actual Duration field format is in hour and minutes that only count 5 working days/week (not sure what time to what time).

I just wondering if now I want to include the sixth day (saturday) and not included local holidays...

Where I can configure this?

Any suggestion or guide will be appreciated.

Thanks,
Eric



5 REPLIES
George M. Meneg
Honored Contributor
Solution

Re: Actual Duration field format

Hello Eric,

The actual duration takes Service Level into account when calculated. Go to Admin Console/Data/Codes/Service Level Agreements/Service Level. If i recall correctly the default service level is Bronze 8x5. Create a service level that reflects your support and make it as default.
menes fhtagn
Eric P_2
Senior Member

Re: Actual Duration field format

Hi George,

Thanks it works. Already fixed some counting error.

About local holiday, how to make it uncountable?

Also I would like to make not every ticket had same service level, so I tried to show the Service Level field. but wondering why I cannot edit the field? Is this have something to do with license?

10 for you.

Thanks,
Eric
George M. Meneg
Honored Contributor

Re: Actual Duration field format

Hello Eric,

The Service Level field is read only because Service Desk extrapolates it from the SLA of the service inserted on the SD.

Service has SLA and SLA has Service Level. When you insert Service on the service call form, service call tries to find if the service has an SLA and if it has, what is the service level. If it founds something it automatically insert to Service Call. If not it uses the default service level.

In order to define SLA you need license for Service Level Management.
menes fhtagn
Mark O'Loughlin
Honored Contributor

Re: Actual Duration field format

Hi eric,

you can add holidays here

Admin console-data-codes-general-free day
Eric P_2
Senior Member

Re: Actual Duration field format

George:
Oh.. ok. It's clear now.


Mark:
I thought it was in data-workgroup-holidaycalendar.
I have tested the free day and it works.
-thanks

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