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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Query to show unassigned time of a request and when its first assigned (MSSQL)
Tested in Build MSSQL (14306) 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", ...
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 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 get the Request First Assigned time
Use case: First Assigned Time is the number of minutes, hours, or days between when a requester submits a request and when was a support representative assigned to the Request. It indicates how long it is in an unassigned state. Working on Build: ...
Query to generate the report based on the total number of requests actioned by the technicians
This is a comprehensive report on the total number of requests updated by a technicians. This query provides a holistic view of technician activity like updating resolution process, such as updating or modifying fields, sending replies, adding or ...