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Calculated fields in Service Desk

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CA1501973
Senior Member

Calculated fields in Service Desk

Hi,

System handle is Service Desk 4.5 on windows platform.
Can anybody guide me on the usage of calculated fields. How it can help us.

Crystenia
4 REPLIES
Mark O'Loughlin
Honored Contributor

Re: Calculated fields in Service Desk

Hi,

is there something in particular you need to do?
CA1501973
Senior Member

Re: Calculated fields in Service Desk

hi,

We have one field called Assignment duration which captures total duration IT Service Desk Co-ordinators have taken in assigning a call to L1 Support engineer.


If Assignment duration is more than 10 mins Service Desk Co-ordinators SLA should be breached.

I want to calculate average number of calls in which Service Desk Co-ordinators SLA has been breached.

Crystenia

Mark O'Loughlin
Honored Contributor

Re: Calculated fields in Service Desk

Hi,

can you create a view that filters on the duration field with the condition "Is more than 10 minutes".

I would recommed the users refreshing automatically as witha calculated field it can slow down the view on every refresh.
Marc Hummel
Frequent Visitor

Re: Calculated fields in Service Desk

w/ use of some custom fields and views you can get what you need.
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