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ALIPO
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Good afternoon
We have an issue with a widget on a report that is not adding the call details of a call that they have worked on (and added time) where they are not the owner of that call.
The technician can see the time that they have added to the call is shown in their 'My timesheets' and the call itself shows their time too but the call details are not displayed in the widget.
The widget component to gather the accumulated technician data is:
select h_pk_reference as 'Call No', h_summary as 'Summary', h_datelastmodified as 'Last Modified', h_withinfix as 'Status' from h_itsm_requests
where h_status IN ('status.open')
AND h_ownerid = 'AVAUG'
AND h_datelastmodified >= CURDATE()The report then uses the following:
select h_minutes, h_update_time from h_timesheet_values
where h_member='AVAUG'
order by h_update_time
Looks like the update field (h_update_time) on h_timesheet_values is not being updated.
@Hornbill Support Team - Where are we going wrong please? See attached
Regards,
Andrew
cc: @Geoff Soper @Ann-MarieHolloway
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17 hours ago, Martyn Houghton said:
What is the working time calendar you have linked to this SLA?
The target duration though expressed as day, hours and minutes, but they are calculated within the working time. So if you working time is 24/7 the 3 days is 3 days, but it it was only 06:00 to 18:00, i.e. 12hours it would be 6 elapsed days (presuming you are working weekends etc).
Cheers
Martyn
Our working days are Mon - Fri 08:00 - 17:00 = 9 hours, so using a 3 day SLA (72 hours) = 8 actual days, so the calculation is correct. I have since amended SLAs in accordance with 1 day = 9 hours rather than 24 hours
Thanks @Martyn Houghton for pointing me in the right direction
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I have an issue with the calculation of a P4 call.
A P4 call was raised today has its resolution date calculated as 11/03/19 which is longer than the 3 day resolution it should have been given
The priority was changed to P3 on the same call and the resolution was correctly calculated to 08/02/19 as per the ServiceDesk hours set in config
Any ideas?
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Does anyone know if it is possible to configure Service Manager to suggest previously resolved or closed tickets calls (by weighting hopefully) that would assist support analysts with the resolution of their open tickets?
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It is both categorised, assigned to a team and resolved. In the end I restarted the last step and the workflow completed.
Thanks.
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Hornbill
SR00013160 on our IPO instance of Service Manager results in the attached error. It is a service request that follows our standard service request process.
Any ideas?
Cheers,
Andrew
Timesheet Manager widget is missing information for reports
in Timesheet Manager
Posted
Good afternoon
We have an issue with a widget on a report that is not adding the call details of a call that they have worked on (and added time) where they are not the owner of that call.
The technician can see the time that they have added to the call is shown in their 'My timesheets' and the call itself shows their time too but the call details are not displayed in the widget.
The widget component to gather the accumulated technician data is:
select h_pk_reference as 'Call No', h_summary as 'Summary', h_datelastmodified as 'Last Modified', h_withinfix as 'Status' from h_itsm_requests
where h_status IN ('status.open')
AND h_ownerid = 'AVAUG'
AND h_datelastmodified >= CURDATE()
The report then uses the following:
select h_minutes, h_update_time from h_timesheet_values
where h_member='AVAUG'
order by h_update_time
Looks like the update field (h_update_time) on h_timesheet_values is not being updated.
@Hornbill Support Team - Where are we going wrong please? See attached
Regards,
Andrew
cc: @Geoff Soper @Ann-MarieHolloway
SR00027821.docx