Custom time worked report for tickets.
Tried messing with some of the pre-set reports and custom reports, but can not get exactly what I need.
I would like to track the time worked on a ticket from when a tech picks the ticket up to close. On hold status would stop this timer.
I know there is a time spent out there that records from the time the ticket is placed until closed, but I would like to see if the above is possible.
Ticket comes in at 8, tech picks up ticket at 9 (timer starts), tech works an hour then places on hold (stop timer). Next day tech works ticket again by placing to open (timer re-start). two hours later tech closes ticket (timer end).
So I would like to see on the report:
RequestID, Requester, Request Mode, Time created, Due Time/Date, Time closed, time worked from pick up (minus on hold), assigned tech.
Is this possible?
I would like to track the time worked on a ticket from when a tech picks the ticket up to close. On hold status would stop this timer.
I know there is a time spent out there that records from the time the ticket is placed until closed, but I would like to see if the above is possible.
Ticket comes in at 8, tech picks up ticket at 9 (timer starts), tech works an hour then places on hold (stop timer). Next day tech works ticket again by placing to open (timer re-start). two hours later tech closes ticket (timer end).
So I would like to see on the report:
RequestID, Requester, Request Mode, Time created, Due Time/Date, Time closed, time worked from pick up (minus on hold), assigned tech.
Is this possible?