CA Service Management

  • 1.  Total time spent by a group

    Posted Feb 27, 2017 04:40 AM

    Hi Folks,

     

           We have a requirement to calculate total time taken by a group during entire life cycle of the ticket.

        Can we have this report via Boxi or any query.

     

      Regards,

    Vikash



  • 2.  Re: Total time spent by a group

    Posted Feb 27, 2017 08:49 AM

    Hi Any update on this?



  • 3.  Re: Total time spent by a group

    Posted Feb 27, 2017 11:40 AM

    Hi Vikash.

     

    You need to activate the kpi_ticket_data_table under Administration -> Options manager -> key performance indicator

     

    After that you will be able to create queries to get this information.

     

    Brace yourself, you'll need some SQL knowledge



  • 4.  Re: Total time spent by a group

    Posted Mar 01, 2017 05:44 AM

    Some of the ideas or concepts mentioned in this almost similar query may help:

     

    Is there another way to determine if a ticket has been transferred from the original group?