Custom Report Assistance
Hello,
I've created a custom report in SDP6 and I'm running into an issue where it doesn't seem to be calculating the numbers accurately. Here's the scenario:
The report I created grabs any tickets that were completed for last week. This is using the default filter item of Last Week in the drop down box. I then have it grouping by Technician. The fields I chose to have reported were Request ID, Time Created, Time Completed and Time Elapsed.
On the time elapsed piece it has the options for sum, average, min and max to display on the report. This is where the problem comes in. We have our server configured for Operational Hours of 8 am to 5 pm Monday through Friday. However, when the report calculates the time elapsed from Time Created to Time Completed, it does not take this into account. It simply reports on a 24 hour day and 7 days a week.
What would I need to do to have this system take the operational hours information into account? These specific numbers are important to us as it is one of the ways in which we track performance of the IT Department. If anyone has any thoughts on how to do this, please let me know.
Regards,
Vision
I've created a custom report in SDP6 and I'm running into an issue where it doesn't seem to be calculating the numbers accurately. Here's the scenario:
The report I created grabs any tickets that were completed for last week. This is using the default filter item of Last Week in the drop down box. I then have it grouping by Technician. The fields I chose to have reported were Request ID, Time Created, Time Completed and Time Elapsed.
On the time elapsed piece it has the options for sum, average, min and max to display on the report. This is where the problem comes in. We have our server configured for Operational Hours of 8 am to 5 pm Monday through Friday. However, when the report calculates the time elapsed from Time Created to Time Completed, it does not take this into account. It simply reports on a 24 hour day and 7 days a week.
What would I need to do to have this system take the operational hours information into account? These specific numbers are important to us as it is one of the ways in which we track performance of the IT Department. If anyone has any thoughts on how to do this, please let me know.
Regards,
Vision