report on duration of active incidents in pause condition

[dmluken]

My customer is concerned about technicians setting calls to a Pause condition and forgetting about them. Therefore, they want me to put together a list of incidents sitting in a Pause condition and show how long they have been set to Pause.

I cannot seem to correctly pull the duration in... I would think Pause Duration would be the one, but I am not having success there either. The fields I need to show are Incident #, Assigned To, Caller info, Created, Updated, and Duration in Pause condition.

I have tried basing my report on using the Incident SLA table and Incident table. Any help would be appreciated.

[Vincent Loffel1]

Hi Denise,

It sounds like your customer wants steering information to lead their technicians. Having a list of incidents sitting in a pause condition doesn't give you the steering info needed. I would expect that your customer is better served with, for instance a trend view of the total summed duration of all incidents that are in the pause condition. With such a report your customer has a trend line which shows a visual of the increase/decrease of pause time of incidents over time. Maybe the best part is that from a report like this you can zoom in and view all the incidents that have a pause state. A simple list report doesn't provide those insights.

A report like this can be made with Performance Analytics, if you want a list you would need to build a 'normal' report. So first question is what does your customer need? A list of incidents or steering information? If he needs a list you can create a normal report. If he wants steering information than Performance Analytics is the way to go.

If your customer doesn't have Performance Analytics you can activate the complementary version to show your customer what it is capable of. This complementary version however only allows you to view trend information on the Incident table, not the Incident SLA which you would need to create this report.

If you would like to create a 'normal' report, the list of incidents in pause condition. Using the [pause_duration] field doesn't help you. This is a calculated field that only has a duration after the status of the incident has changed to a non-pause state. Thus your report stays empty. What you could do is use the [pause_time] field and calculate the duration it has been paused.

Cheers,

Vincent