Re: HPSM Calculate time spend till Resolving a ticket (453 Views)
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Regular Advisor
MariamElkomos
Posts: 162
Registered: ‎04-07-2013
Message 1 of 11 (519 Views)
Accepted Solution

HPSM Calculate time spend till Resolving a ticket

Hello,

 

I need to calculate the time spend since opening the ticket (Incident) till resolving it, there are two fields (open time, Resolved time)

what I need is to get the time difference and input it in another field.

 

Is there a way to do that, because I have tried to do the calculation through fd and failed.

 

Thanks.

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Honored Contributor
Piku
Posts: 3,908
Registered: ‎06-17-2010
Message 2 of 11 (500 Views)

Re: HPSM Calculate time spend till Resolving a ticket

Why failed.
Just put like,
spend.time in $file= resolved.time in $file - open.time in $file

hth,
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Regular Advisor
MariamElkomos
Posts: 162
Registered: ‎04-07-2013
Message 3 of 11 (480 Views)

Re: HPSM Calculate time spend till Resolving a ticket

Thanks for that so much :)

 

it worked with me, but only when its Resolved, once closed the field gets blank although it is the same form and all conditions in the "Calculation" tab (fc) is set to true.

 

 

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Honored Contributor
Piku
Posts: 3,908
Registered: ‎06-17-2010
Message 4 of 11 (474 Views)

Re: HPSM Calculate time spend till Resolving a ticket

It should not be case. It cannot be blanked if you are closing the ticket after resolve however in case of you are closing in single go then might be possible.

So in that case put condition in update coulmn like,

nullsub(status in $file0, "")~="resolved" and (nullsub(status in $file, "")="resolved" or nullsub(status in $file, "")="closed")

hth,
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Regular Advisor
MariamElkomos
Posts: 162
Registered: ‎04-07-2013
Message 5 of 11 (466 Views)

Re: HPSM Calculate time spend till Resolving a ticket

That did not work!
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Honored Contributor
Piku
Posts: 3,908
Registered: ‎06-17-2010
Message 6 of 11 (463 Views)

Re: HPSM Calculate time spend till Resolving a ticket

post snap shot of fc line.
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Regular Advisor
MariamElkomos
Posts: 162
Registered: ‎04-07-2013
Message 7 of 11 (456 Views)

Re: HPSM Calculate time spend till Resolving a ticket

Hi,

 

here is a screen shot of the fc,

Please check the last line.

 

Thanks

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Honored Contributor
Piku
Posts: 3,908
Registered: ‎06-17-2010
Message 8 of 11 (453 Views)

Re: HPSM Calculate time spend till Resolving a ticket

remove true from all other columns.
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Regular Advisor
MariamElkomos
Posts: 162
Registered: ‎04-07-2013
Message 9 of 11 (450 Views)

Re: HPSM Calculate time spend till Resolving a ticket

yeeeeeeh, it worked!

 

Thanks so much Piku :)

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Regular Advisor
MariamElkomos
Posts: 162
Registered: ‎04-07-2013
Message 10 of 11 (408 Views)

Re: HPSM Calculate time spend till Resolving a ticket

Hello again Piku,

 

I have found that the time spent field we created keeps counting time, meaning that whenever I access the ticket that field shows a different value each time which is not appropriate. 

 

 

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Regular Advisor
MariamElkomos
Posts: 162
Registered: ‎04-07-2013
Message 11 of 11 (393 Views)

Re: HPSM Calculate time spend till Resolving a ticket

its ok, I figured it out!
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