Option to Alert Technicians for Unassigned Requests at recurring time intervals
Make use of the Request timer action feature present in our application
Navigate to : Admin >> Request Timer Action
Create a new timer action as the below configuration
Select After Rules and configure as below
Under Actions . Please configure as below and you can select the technicians you would like to receive a notification via mail when a ticket is unassigned for two hours
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Script to create worklog automatically based on technicians leave
You need to install Python to achieve the below. You can follow this link to install Python. (A) Create two incident additional fields with Date/time property as below: 1) Start Date 2) End Date Associate these additional fields in your Request ...
Query to generate the report based on the total number of requests updated by the technicians
Query to generate the report based on the total number of requests updated by the technicians SELECT wo.WORKORDERID AS "Request ID", wo.WORKORDERID AS "Request ID", ad.ORG_NAME AS "Account", sdo.NAME AS "Site", longtodate(wh.operationtime) "Updated ...
Query to show unassigned time of a request and when its first assigned
Go to Reports-New Query Report and execute this query. MSSQL: SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", LONGTODATE(wo.createdtime) "Created Time", LONGTODATE(wo.COMPLETEDTIME) "Completed Time", ...
Query to show both requests and task worklog time spent together
DB : MSSQL Timespent for both tasks and requests select wo.workorderid "Request ID", aau.FIRST_NAME "Requester", cast((((sum(ct.timespent))/1000)/3600) as varchar(20)) +'Hrs '+cast(((((sum(ct.timespent))/1000)/60)) % 60 as varchar(20))+'Mins '+ ...
Query to show Average response time for Technicians
PGSQL: SELECT aau.first_name "Technician", TO_CHAR(((avg(wo.respondedtime)-avg(wo.createdtime))/1000 || ' second')::interval, 'HH24:MI:SS') "Avg response Time" FROM workorder wo LEFT JOIN workorderstates wos ON wo.workorderid = wos.workorderid ...