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

Individual time spent on each ticket

SOLVED
Go to solution
Highlighted
Kumar Microland
Regular Collector

Individual time spent on each ticket

Hi,
We are using SD 4.5 Sp10.

We have a "spent time" field when adding a history line to any ticket.

Engineer will update this field for each update he made on the ticket.

Requirement:
We need to extract the data as follows:

Engineer name, Ticket number, Spent time

Please let me know how can we achive this...

Thanks in advance
5 REPLIES
Ruth Porter
Honored Contributor

Re: Individual time spent on each ticket

Hi there,

As far as I am aware, you would need to use a reporting tool for this.

I have seen Crystal reports used for this and I am sure other tools would also work.

Hope this helps

Ruth
http://www.teamultra.net
Kumar Microland
Regular Collector

Re: Individual time spent on each ticket

Hi Ruth,

Can you plaease help me in getting the tool and how it works....
Alexey Leshkin
Occasional Contributor

Re: Individual time spent on each ticket

Hello Kumar!
I think you can achieve this with the help of direct SQL queries into database. See db structure of service desk. You can find documents in Service Pack distrib\doc\Data Dictionary. itsm_servicecalls, itsm_historylines_servicecall. What database you use?
Kumar Microland
Regular Collector

Re: Individual time spent on each ticket

Sql Server
Alexey Leshkin
Occasional Contributor
Solution

Re: Individual time spent on each ticket

If you want to get simple report, you can use MS SQL SERVER Enterprise Console to write sql-query. Just start enterprise console, new sql-query and select data from database.
If you want to get colored report with charts you may use Crystal Report - a universal database report tool - http://www.businessobjects.com/products/reporting/crystalreports/default.asp

Also there is product special for HP OV SD, named Westbury Service Desk Intelligence - http://westbury-it.com/

Best regards.
//Add this to "OnDomLoad" event