newbie questions
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