I have built a report with the duration time that a ticket is on a specific group, but now i need to modify this report and not to consider the time duration when the status of the ticket is on "Awaiting customer" (for example).
In my current report i just get the time in my "Group_name" filtering the changes in "field_name = 'group'" and using the PDMDownTime function:
SELECT
cr.ref_num,
ktd.end_time,
ktd.field_name,
ktd.field_value,
ktd.ktd_duration,
ktd.next_value,
ktd.prev_time,
ktd.user_context_userid,
cr.resolve_date,
PDMSeconds(PDMDownTime('Workshift_name','Mon - Fri { 9:00 am - 06:00 pm }', ( ktd.prev_time ), ( ktd.end_time )))
FROM
cr INNER JOIN ktd ON (cr.id=ktd.obj_id)
WHERE
(
(
ktd.field_name = 'group'
AND
ktd.field_value = 'Group_name'
)
AND
( (( cr.resolve_date ) between @Prompt('Earliest Resolve Date', 'D', ,mono,free) AND @Prompt('Latest Resolve Date', 'D', ,mono,free) ) )
)
The problem with this is that in my duration time i also consider the time if the status of the ticket is in awaiting customer.
Please any help will be appreciated.
Feel free to ask any dubts or questions.
PD:using SDM 12.9 and BOXI r3.
Hernanlo_