Reporting unassigned time

The "Assigned time" field in ServiceDesk Plus gets updated every time a request is re-assigned to a new technician. This may not be useful in scenario where you want to calculate the unassigned time.

Here is how you can get that data using Analytics Plus-

1) Add a new table in the ME ServicedeskPlus Analytics database

2) Use the below query in the import process

3) Look-up Request ID of the unassigned table with the Request ID of the request table.

Once the below steps are completed, you will find "Unassigned time (min)" as one of the fields that you can drag and drop into your report.

SELECT wo.WORKORDERID "Request ID", wti.TIMESPENT "Unassigned time (Min)"

FROM WorkOrder wo

LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID

LEFT JOIN wo_assessment woa ON wo.workorderid=woa.workorderid

INNER JOIN WO_TECH_INFO wti ON woa.assessmentid=wti.assessmentid

WHERE (wo.ISPARENT='1') and wti.TIMESPENT IS NOT NULL AND wti.technicianid is NULL AND wo.createdtime >= (extract(epoch from now()) - (2 * 365 * 24 * 60 * 60))* 1000