Function Request or looking for workaround
Dear Support
We are forced all the technicians must fill in the "Add Work Log" in each of the cases.
I know we can define the "Request Closing Rules" but seems there is no option available for "Add Work Log" in the "Request Closing Rules" Page.
Since we found there are some problem with the report
When select the TimeSpend Module in the "New Custom Reports".
There are options for "TimeSpend" and "Time Elapsed".
If we have selected "Time Elapsed" attribute for the report, for those request that forgot to fill in the fill "Add Work Log", it will be missing.
Eg. 28th Oct 2008 ,Total number of request created is 30.
We generate a report base on the "TimeSpend" Module (Select TimeSpend, TimeElapsed)
We normally can't see the total number of record equal to 30. The reason why it is not 30 is because some request have not fill in the "Add Work Log".
Then i checked the ServiceDesk Database, it seems the system are insert the record in "RequestCharges" Table when we added the "Work Log",
so if the Technician forgot to fill , the record will not be exist in that table, once we select the TimeElapsed field which is not exist in that table, the original request record will also won't be counted. This is properly due to the database design.
Sorry for the a bit long description.
Actually what we want to do is just a Daily report at the end of the day which showing
1 - Total number of request CREATED at that day
2 - How many of it are OPEN/CLOSED/ON HOLD
3 - TimeSpend, "Time Elapsed" of those Closed Case
4 - Group by technician
I think it is not a complicated requirement .. we just looking for a graphical report so that we can present to the management easier
Please kindly advice whether there is any workaround.
PS: Use the Request Module seems a bit better than NO "Time Elapsed" available.
Thanks a lot.
Clay
We are forced all the technicians must fill in the "Add Work Log" in each of the cases.
I know we can define the "Request Closing Rules" but seems there is no option available for "Add Work Log" in the "Request Closing Rules" Page.
Since we found there are some problem with the report
When select the TimeSpend Module in the "New Custom Reports".
There are options for "TimeSpend" and "Time Elapsed".
If we have selected "Time Elapsed" attribute for the report, for those request that forgot to fill in the fill "Add Work Log", it will be missing.
Eg. 28th Oct 2008 ,Total number of request created is 30.
We generate a report base on the "TimeSpend" Module (Select TimeSpend, TimeElapsed)
We normally can't see the total number of record equal to 30. The reason why it is not 30 is because some request have not fill in the "Add Work Log".
Then i checked the ServiceDesk Database, it seems the system are insert the record in "RequestCharges" Table when we added the "Work Log",
so if the Technician forgot to fill , the record will not be exist in that table, once we select the TimeElapsed field which is not exist in that table, the original request record will also won't be counted. This is properly due to the database design.
Sorry for the a bit long description.
Actually what we want to do is just a Daily report at the end of the day which showing
1 - Total number of request CREATED at that day
2 - How many of it are OPEN/CLOSED/ON HOLD
3 - TimeSpend, "Time Elapsed" of those Closed Case
4 - Group by technician
I think it is not a complicated requirement .. we just looking for a graphical report so that we can present to the management easier
Please kindly advice whether there is any workaround.
PS: Use the Request Module seems a bit better than NO "Time Elapsed" available.
Thanks a lot.
Clay