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Assigned time in group with no client delay

Question asked by hernanlo_ on Feb 11, 2016
Latest reply on Mar 2, 2016 by jmayer

I have built a report with the duration time that a ticket is on a specific group, but now i need to modify this report and not to consider the time duration when the status of the ticket is on "Awaiting customer" (for example).

In my current report i just get the time in my "Group_name" filtering the changes in "field_name  =  'group'" and using the PDMDownTime function:

 

SELECT

  cr.ref_num,

  ktd.end_time,

  ktd.field_name,

  ktd.field_value,

  ktd.ktd_duration,

  ktd.next_value,

  ktd.prev_time,

  ktd.user_context_userid,

  cr.resolve_date,

  PDMSeconds(PDMDownTime('Workshift_name','Mon - Fri { 9:00 am - 06:00 pm }', ( ktd.prev_time ), ( ktd.end_time )))

FROM

  cr INNER JOIN ktd ON (cr.id=ktd.obj_id)

WHERE

  (

   (

    ktd.field_name  =  'group'

    AND

    ktd.field_value  =  'Group_name'

   )

   AND

   ( (( cr.resolve_date ) between @Prompt('Earliest Resolve Date', 'D', ,mono,free) AND @Prompt('Latest Resolve Date', 'D', ,mono,free) )  )

  )

 

The problem with this is that in my duration time i also consider the time if the status of the ticket is in awaiting customer.

 

Please any help will be appreciated.

 

Feel free to ask any dubts or questions.

 

PD:using SDM 12.9 and BOXI r3.

 

Hernanlo_

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