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Help needed in calculating incidents duration for multiple workgroups

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izad
Outstanding Contributor.

Help needed in calculating incidents duration for multiple workgroups

Hi Experts,

We need an additional tab in the incident form that shows all the workgroups through which the TT had gone through, and the duration in each workgroup.

To be more precise, if the incident was re-assigned to another workgroup, we want to display something in the below format.

1. workgroup1 - 2 hrs
2. workgroup2 - 1 hrs
3. Total incident duration - 3 hrs

we had been already taking the 3rd data, but not sure how to get 1st and 2nd filed from the "History lines".

Any ideas would be greatly appreciated.

regards,
I hate quotations. Tell me what you know !
2 REPLIES
Ruth Porter
Acclaimed Contributor.

Re: Help needed in calculating incidents duration for multiple workgroups

Hi there,

Have a look at analyzed data - this holds this kind of information.

What version are you using?

Regards, Ruth
http://www.teamultra.net
izad
Outstanding Contributor.

Re: Help needed in calculating incidents duration for multiple workgroups

Thanks for pointing to the right direction.
I hate quotations. Tell me what you know !