Service Desk Practitioners Forum

time assigned to workgroup

Arjan Koning
Super Contributor.

time assigned to workgroup

Does anyone have an idea how to calculate the time a service call has been assigned to a workgroup?
Using data-analysis I can get the (service-)time a call has been assigned to a workgroup, under the condition that the call has been saved on a different workgroup first.
I don't get any service-time when the service call is solved by the first workgroup.
Also there is a problem finding the time a call has been assigned to the last workgroup.
I hope for help.


Honored Contributor.

Re: time assigned to workgroup


You can calculate the service call time using DB rules.

If the SC assigned to first Level Work Group, capture the current date and time in new field name "first WG escalation". Again same for Level2 and so on workgroups.