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rule for called durations time

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Naveen kesari_1
Collector

rule for called durations time

Hi Expert,
database rule for call duration time between call registered to call closed.

and is there any another way to find duration time between call registered to call closed for monthly report.

please reply ASAP with warm Thanks.


Thanks,
Naveen Kesari
Be Positive
7 REPLIES
Bas Berkhout
Occasional Contributor

Re: rule for called durations time

Hello Naveen Kesari,

To be honest I don't a rule that can do this for you.
But I know a suit which can help you with this kind of reports.
With this suit is it possible to make advanced report from you Service Desk environment.
It is possible to report only duration of a call but it is also possible to report the execution time.

If you want more information you may visit the website http://www.westbury-it.com.

I hope I helped a little bit with this information.

Regard Bas
Ruth Porter
Honored Contributor

Re: rule for called durations time

Hi there,

If you set Actauk start to time th call was created and then set actual finish to the time the call was closed, then the system will calculate actual duration for you.

so you just need rules to set Actual start and Actual finish.

Hope this helps, Ruth
http://www.teamultra.net
Naveen kesari_1
Collector

Re: rule for called durations time

Hi Ruth Porter ,

Ok, I understand your solution but when i do the Actual start and Actual finish time it automatically fills the incident form when i create the rule .


Thanks,
Naveen Kesari
Be Positive
Ruth Porter
Honored Contributor

Re: rule for called durations time

Hi Naveen Kesari,

I am sorry but I do not understand your last posting. Please could you post some screen shots of what you mean.

Regards, Ruth
http://www.teamultra.net
Naveen kesari_1
Collector

Re: rule for called durations time

Hi Ruth Porter,
I am sending the snapshot with an attched file.
I want any rule of automatic filling the actual start (registered created time) and actual finish time and then when i export the monthly report then actual Duration time could be deployed at the report.

Thanks,
Naveen Kesari
Be Positive
Ruth Porter
Honored Contributor
Solution

Re: rule for called durations time

Hi there,

In my system Actual start is set in the template and Actual finish by a rule:
Condition: status is solved or Closed
Actaion: data update set Actual Finish to Current date

As soon as I do that Actual Duration is set by the system and is hence available for your report. See attached.

Hope this helps, Ruth

http://www.teamultra.net
Naveen kesari_1
Collector

Re: rule for called durations time

Hi,

In incident tamplate what value the set for actual start time.


Thanks,
Naveen
Be Positive
//Add this to "OnDomLoad" event