We got quite a number of suggestions and feedback's regarding the usage of " Time Elapsed and Time Spent" in the Request & Reports modules of ServiceDesk Plus OnDemand. Although the two words sound similar, both are different though and we have taken up changes in its naming conventions.

Time Elapsed and Time Spent will be used accordingly to the dictionary meaning of these terms Elapsed & Spent and appropriately to their associated actions within the help desk.

 

Time Elapsed: Time elapsed effectively means the total time from the moment a request is created to the moment it is resolved/completed excluding the duration for which the request is placed 'on hold'[Stop timer] and Non Business/Operational Hours of the helpdesk.

Time Spent: Time a technician(s) worked on a request and added as Work Log. i.e. the duration for which the technician worked on a request is termed as Time Spent. This includes the sum of the time spent[Work Log] for a request by technicians in case of multiple technicians.

 

Instances where the following words are used:

 

Reports Tab:  The 'Time Spent' option used previously within Reports has been replaced by the 'Time Elapsed' option

• When creating a new custom report for the module 'Request', can choose 'Time Elapsed' from the available columns and report data for 'Time Elapsed' will be shown the report.
• When creating a new custom report for the module 'TimeSpent', both 'Time Spent' and 'Time Elapsed' can be chosen from the available columns to be shown in the report.

 

Request Tab: The 'Time Spent' option used previously within Requests has been replaced by the 'Time Elapsed' option now. Instead, the 'Time Spent' option has been introduced with a new meaning as defined above.

• Within Worklogs of a given request, the time spent is displayed, which means the time spent by technician(s) on the request, irrespective of request creation time and time of resolution.
• In the 'Request Details' page, the time elapsed will be displayed once the request is resolved. This again, would mean the same as the definition stated above for time elapsed.