Service Desk Practitioners Forum
cancel

Spent time on the History Tab

Highlighted
kcarson
Respected Contributor.

Spent time on the History Tab

SD 4.5 SP19
Can anyone tell me why the Spent time on my History tab in SD never changes from 0:00?
Thanks
What is your process?
4 REPLIES
Gerry Allardice
Outstanding Contributor.

Re: Spent time on the History Tab

Spent Time is not an auotmatic calculation. It will remain at the default of 0.00 unless you manually add it when adding a history line.
kcarson
Respected Contributor.

Re: Spent time on the History Tab

Interesting...
We currently have the Information field copied into the Information log on the Log Tab and Time Spent on the General Tab that adds the time to the Total time spent on the History Tab via a Database rule.
The History Tab was being used just to track the history of the call.
We would like to be able to report on how much time a specific person spent on a call, and were hoping to just use the Spent Time from the History tab, if we were able to have it automatically updated.
Is there a preferred way to calculate the time spent on a call by a specific tech?
What is your process?
kcarson
Respected Contributor.

Re: Spent time on the History Tab

Can anyone provide some guidance?
What is your process?
Carol Hibbard
Acclaimed Contributor.

Re: Spent time on the History Tab

Analyzed data will report on time spent by workgroup/person if the history line time spent field is used as designed or populated properly by your DB rule.