Report : Time Elapsed on Case by User
I have a requirement to create a report where i need to capture time, for which the user opened a case and worked on it and closed the case.
Ex : If the case was in user worklist for 5 days, but opened the case on day 1 for 20 minutes and then for 1 hour on 5th day, we need to capture 1 hour + 20 min
Is there any ootb feature available or any table where such info is stored. Thanks
Posted: 2 years ago
Posted: 2 years ago
I thought of the above scenario and wrote test declare triggers in System-Locks. I thought to write 2 triggers , one for instance creation(i.e. WO opened by user) and one for Delete(Lock Released) .
Based on the activity , I will make entries to say one new table i.e. open and close and calculate time.
But somehow trigger is never getting triggered , I have tried all the 5 dropdowns of trigger i.e saved, delete etc. Any idea ?
Hi,
I dont think there is any ootb way to this.
I can think of two way to do it. You can improvise on that.
1) Whenever workobject is opened, it calls pyDefault data transform. Every start may have the property to record the timestamp.
2) whenever the workobject is open, the lock is acquired, and this will be present in pr_sys_locks table. We can utilize this to get the time for what time the work object remained open. if the user dont close the case, then we have to handle the scenario of soft lock.