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Service desk 5.0 ( actual duration)

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Kieran Maloney
Regular Collector

Service desk 5.0 ( actual duration)

I have pulled in the field actual duration but it's empty. It does not calculate the call duration

Any ideas

Thanks Kieran
3 REPLIES
HWANY
Collector

Re: Service desk 5.0 ( actual duration)

Hi Kieran

Maybe you must check follow..

HP OpenView Configuration >> System Settings >> Gerneral Settings

and check the "default support hour" on Application Program tab

input there support hour data ..

best regards
H
Kieran Maloney
Regular Collector

Re: Service desk 5.0 ( actual duration)

Yes thats in there please see attachement
any other ideas

Thanks Kieran

Re: Service desk 5.0 ( actual duration)

To get the actual duration, you need to make sure that both ACTUAL START and ACTUAL FINISH are populated I think.
Dave.
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