How to set up a counter/ timer to monitor the hours between each of the “Resolution Updates” in a ticket.

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How to set up a counter/ timer to monitor the hours between each of the “Resolution Updates” in a ticket,  and then we can filter this field in a report to look at the GSC Engineers average times to provide updates - 

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Mary Pearl

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Posted 3 years ago

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It is very difficult to parse out that text and then be able to segregate  and group the resolution time stamps by Engineer.  If you like I can demo a solution I did for a help ticket app where they needed the exact same tracking.  Basically I had a setup where 1 Help Ticket had Many Help Ticket Updates.  Each update showed which Tech support rep now had the ball and the date time stamp. The only want to update the status of the Help Ticket is by adding an update child record.  The button to add a record first closes out the running time on the most recent update record, and then sets up a GenAddRecordForm on the next update.

That way all the Updates are in child records, each has a start stop time, and hence they can be easily reported on.

Contact me offline if. You would like to see a demo of the all and in particular what that URL formula button does.  When I get a chance I will post the formula for that button.
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Her was the code from the button which closed out the previous update and then started a new update

var text close = URLRoot() & "db/" & [_DBID_HELP_TICKET_UPDATES] & "?act=API_EditRecord&rid=" & ToText([Record ID# of the Most Recent Help Ticket Update (mirror)])
& "&_fid_16=" & ToText(Today())
& "&_fid_17=" & ToText(ToTimeOfDay(Now()));

var text AddNew =
URLRoot() & "db/" & [_DBID_HELP_TICKET_UPDATES] & "?a=API_GenAddRecordForm&_fid_12=" & URLEncode ([Record ID#])
& If([Help Ticket Status]<>"Complete", "&_fid_9=" & ToText([Help Ticket Update Status Record ID# for the most current Status]))
& "&_fid_28=" & ToText([Help Desk Technician Record ID# who now has the Ticket])
& "&_fid_97=" & ToText([Related Field Tech])
& "&_fid_36=" & URLEncode([Most Recent Status Update - Escalation Department])
& "&z=" & Rurl();

If([Record ID# of the Most Recent Help Ticket Update (mirror)]>0,
$Close & "&rdr=" & URLEncode($AddNew),
$AddNew)