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How to calculate the open time of a Service call in Service Desk 4.5 SP17

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Roman Peralta
Super Contributor.

How to calculate the open time of a Service call in Service Desk 4.5 SP17

How to create a field that tell me how much time have open a service call. Not the time the Service Call was open after the service call was closed.
1 REPLY
The Pike
Acclaimed Contributor.

Re: How to calculate the open time of a Service call in Service Desk 4.5 SP17

Roman,

If you mean a field that will tell you how long a Service Call has been opened for, the calculation is actually pretty simple but AFAIK, Service Desk Calculated Fields will not update until after you change the status to closed. You cannot access Calculated Fields from Business Logic Rules for direct manipulation either.

My guess is you can use an External Update Rule and have a webserver do the calculation and return the value to Service Desk, although I think it'd be somewhat time-consuming to open a Service Call run the calculation every time. If the user really really needs to know, I'd use a button to trigger the rule.

Hope this helps.
Points are welcome.

The Pike