newbie questions
hey..im new here..i got some questions
1. how do i calculate the resolution time for a particular job.
1.1 our business rule says that..jobs before 2pm is to be completed the same day and jobs after will be completd the next day. so if a request comes in at 3pm and a technician start the job at 9am the nex day and resolve the problem by 10am. the resolution time would be one hr..but if i do the normal calculate..its gives something like 20 hours..how can i change this.
2. someone make a particular request 20 times..i would like to prevent that..i would like them to know i recieve the first request and prevent them from making the other 19
3. how do i create a report base on information of the technicians..e.g. average time to resolve jobs..how much jobs were resolved in time..those over time..those kinda information..
thank you soo much..please help us
1. how do i calculate the resolution time for a particular job.
1.1 our business rule says that..jobs before 2pm is to be completed the same day and jobs after will be completd the next day. so if a request comes in at 3pm and a technician start the job at 9am the nex day and resolve the problem by 10am. the resolution time would be one hr..but if i do the normal calculate..its gives something like 20 hours..how can i change this.
2. someone make a particular request 20 times..i would like to prevent that..i would like them to know i recieve the first request and prevent them from making the other 19
3. how do i create a report base on information of the technicians..e.g. average time to resolve jobs..how much jobs were resolved in time..those over time..those kinda information..
thank you soo much..please help us