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Actual duration 0 for calls registered and closed during weekend.

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rashid musoke
Regular Collector

Actual duration 0 for calls registered and closed during weekend.

All service call registered and closed after working hours (8am-5pm)or on weekends do not register the actual duration of the call. Value for these calls is 0. Now in the General Settings window under the Application tab I have set the Planned Time Calculation Use to 24X7 support For All Items. But this seems not to have had the desired affect.

Does anyone have some advise how I can rectify this issue?
2 REPLIES
Vasily Kamenev
Honored Contributor

Re: Actual duration 0 for calls registered and closed during weekend.

HI
System setting "Planned Time Calculation 24X7" used only for Planned fields, Actual the still is ignore this settings. Then, so Act.duration be a present need set Act. start and Act. finish.

Vasily
George M. Meneg
Honored Contributor

Re: Actual duration 0 for calls registered and closed during weekend.

Hello Rashid,

The calculation of "Actual Duration" takes service level into account. The Service Level is either the "Default" service level or the Service Level of the SLA (if the service has SLA and caller or caller;org are receivers of the SLA)

IIRC the "Default" service level is bronze 9x5 and that's why you see actual duration to be zero.

Go to Data/Codes/Service Level Agreement/Service Level and have a look at the defined service levels.

So, if for the given service calls the default service level is used and the default is 8x5 and since you cannot alter the service level on a service call either by hand or by ui/db rules, the only alternative is to set the default service level to be 24x7.

Then you must "reset" the calculations. To do that use either Radovan's extended "Update All" or do it using a db rule.

For recalculation to occur you have to copy actual finish to another date field, set actual finish to make empty, set actual duration to make empty and then set actual finish to its original value.
menes fhtagn
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