How to report the actual time spent on a ticket?
Hello!
I would like to report the actual time spent on a ticket, but I cannot find a suitable reportable item. This is what I mean by "actual time spent": The sum of all time periods that the ticket was "in progress"; that is the time between ticket creation and resolution, but minus the "on hold" time.
The "elapsed time" is the total time between creation and resolution including on hold time. The "time spent" is only the time entries made in the "time entry" tab. Both are not what I need.
Is there any way to report the "actual time spent"? Obviously this is calculated and tracked by SupportCenter, because the "clock" tab of the ticket shows this as "Actual Time Spent".
Thank you very much for your help!
Susanne
I would like to report the actual time spent on a ticket, but I cannot find a suitable reportable item. This is what I mean by "actual time spent": The sum of all time periods that the ticket was "in progress"; that is the time between ticket creation and resolution, but minus the "on hold" time.
The "elapsed time" is the total time between creation and resolution including on hold time. The "time spent" is only the time entries made in the "time entry" tab. Both are not what I need.
Is there any way to report the "actual time spent"? Obviously this is calculated and tracked by SupportCenter, because the "clock" tab of the ticket shows this as "Actual Time Spent".
Thank you very much for your help!
Susanne