Home » Forums » Symantec Products and Technologies » Helpdesk Solution

HD Ticket Total Time Report

HD Ticket Total Time Report
Submitted by thedominion on 18 September, 2008 - 08:44.

Probable oversight but I can not find a report, including Admin, that lists ticket total time.

When a Worker edits and adds his time on an open ticket then reassigns it to another worker, is that time recorded to the worker or ticket?

I'm looking to run a weekly Worker Report such as the Admin Report but includes the time spent on tickets.

Any help is greatly appreciated.

Thanks in advance.

HD Ticket Total Time Report

Shepherd.Wesley's picture
Submitted by Shepherd.Wesley on 18 September, 2008 - 09:00.

When a worker edits a ticket and adds time it is added to the ticket and gives them credit for the time. It also adds time to the ticket as well and sums it into the total time spent on that ticket.

So in essenece the time is recorded to the ticket from the worker. If you generated a report off of the Workitem_Detailed_View in your Altiris_Incidents database you would see the individual enteries in the View for all of the times a worker made a change to the ticket and the time associated with it.

How to do want to break down the time spent on tickets? By worker, by category, by type, etc...

Initially worker but I can

Submitted by thedominion on 18 September, 2008 - 09:02.

Initially worker but I can also see queue and category being requested.

Thanks for the help.