Service Desk Practitioners Forum
cancel
Showing results for 
Search instead for 
Did you mean: 

Dedicated time in service call?!

SOLVED
Go to solution
Highlighted
Mathias Byrö
Regular Collector

Dedicated time in service call?!

Hi there!

We have a custom field in our default form for service calls namned "Dedicated Time" of the type Number. The display format is 123:09:36.

The reason for creating such a field is that the fields Actual start and Actual finish doesn't say how much time we have used trying to solve the problem, it only say when we started to look at it and when we managed to solve it.

When we open up a specific service call and work with the case, we specify how much time we really have spent. When we save and exit the service call the Information field + the Dedicated Time field ends up in a new entry in a log in the specific service call.

What I would like to have is another field (with a hour:minute format that is not writeable) that adds the value entered in the Dedicated Time field to this field. In that way we would get a quick overview of how much time we have used trying to solve the problem!

If it also could be refered to in a inbound email using the Update command it would be super!

Can this be done?!

Best regards, Mathias
7 REPLIES
Vasily Kamenev
Honored Contributor

Re: Dedicated time in service call?!

HI
The Actual Start and Finish really shows how time you spend to resolve Incindent, but you need tune the Rule where will set automatically Actual Start and the second Rule for Actual finish( ordinary those fields fill by Status), then as result you got Actual Duration. Exml: When Status equal "Completed" Update Actual Finish Current date.

if you like use those values in any text fields, use functions Concatenate, then you can add anyvalues to text, and look on document sd45_sp8_addendum_eng.pdf p.54, belive that need for you too.

Vasily
Robert S. Falko
Honored Contributor

Re: Dedicated time in service call?!

Mathias,


You say:

"What I would like to have is another field (with a hour:minute format that is not writeable) that adds the value entered in the Dedicated Time field to this field."

I am not sure if you mean "Concatenate Dedicated Time to Information", or if you are referring to another field.

You might be able to use a calculated value, depending on what you are trying to achieve.

-Josh
Mathias Byrö
Regular Collector

Re: Dedicated time in service call?!

Hi!

Thank you both for your replies!

Vasily: You wrote "The Actual Start and Finish really shows how time you spend to resolve Incindent, but you need tune the Rule where will set automatically Actual Start and the second Rule for Actual finish..."

-Well, most of the time that's right, but unfortunantely it's not how it works for us sometimes. This problem comes up e.g. when I can't solve a case immediately, because I have to wait for perhaps a software package to be sent to me.
I will in that case enter in the service call what I've done and the time I've spent so far working with the case (e.g. 10 minutes), after that I save and exit. When I finally get the software package I first fix the problem and then I open up the service call, enter the solution and the new time I've spent solving the case (e.g. 15 minutes). After that I set Status=Completed. What I would like is to see the total time I've spent solving the case (the time I manually have entered, or if I solved the case immediately - the difference between Actual Start and Actual Finish). In this case it would be 10 + 15 minutes. In this case the service call have been opened, say, two days, but the actual time I've spent fixing it is only 25 minutes.
I may also face the fact that I can't solve the case: in that case I write down what I've done in the service call and for how long I've been working with it, and then I assign the service call to another specialist. In that case it's also very interesting for us to see how much time in total we have spent solving the case!

Josh: You wrote "I am not sure if you mean "Concatenate Dedicated Time to Information", or if you are referring to another field."
-What I'm reffering to is another field (probably a custom field). Please look at my attachment (MS Word) to get a better picture of what I want.

Thank you in advance!

/Mathias
Robert S. Falko
Honored Contributor

Re: Dedicated time in service call?!

Mathias,

OK - I think Vasily has given you the answer.

As far as making this information read only, here is what we do:

We have a log, like you, but people do not write directly to the log. Instead, we have another field to which they write, and a button that updates the log with this information (including the time stamp etc.)

The log itself is read only !

If you had the same system, you could update the log via a UI rule that is triggered by an update to your Dedicated Time field. (By the way, I would translate it as "Workload".)

Regards,
Josh
Vasily Kamenev
Honored Contributor
Solution

Re: Dedicated time in service call?!

Answer on 10+15.
Yes, beause you now spoke about work duration, Act.duration determaine all spend time for.
Possible solution:

AS---1--W==2==M======3=======P-----1------AF

AS - ActualStart
AF - ActualFinish
1 - SC in Progress,
2 & 3 - in "Waiting for.." status
M - max duration.
W - set case to Waiting status
P- back In Progress
in W:
store ToDeadline to field StoreDuration.
in P:
use "Update data from External System"(or other) and send toDeadline value to short script so got result how long your case a "sleep", where result=StoreDuration-toDeadline. return result to StoreDuration.

now you have time for period 2&3 .
when you set case to Completed and the Actual duration will exist, calculate the "Work duration" as result= ActualDuaretion - StoreDuration.

parhaps that help you.
Vasily


Mathias Byrö
Regular Collector

Re: Dedicated time in service call?!

Hi!

Sorry for my late reply, but I've been away for a while!

I'll look at your posts asap!

/Mathias
Christian Nilss
Collector

Re: Dedicated time in service call?!

Hi Mathias,

My company has done a similar function for service call "Actual" durations
eg
tech1 spents 1h 25 min
tech2 spents 1h 10 min
= 2 h 35 (in a seperate readonly field)

that could be exported to excel for more cust. eg charts or other math. functions.

contact me if you like...
christian.nilsson@dataductus.se

regards
Christian
//Add this to "OnDomLoad" event