Reporting and Analytics for Service

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Topic

    Todd
    Time in Status - Business Hours
    Topic posted January 23, 2018 by Todd Bronze Medal: 1,250+ Points 
    99 Views, 1 Comment
    Title:
    Time in Status - Business Hours
    Content:

    The Time in Status report from the cookbook post https://cloudcustomerconnect.oracle.com/posts/217d3f8d00 is great and have been looking for something like this for a while.  However, in our case we would like to display the duration in (Relative Time) business hours and not (Absolute Time) total time?

    Comment

     

    • Bastiaan van der Kooij

      hey Todd,

      that will be pretty tricky to achieve since the custom scripts runs after the report results are retrieved from the server and you cannot use the rel_date_diff function on that anymore. In scenarios like this what you can do is create your own custom inc_performance table and store the intervals that you need yourself.

      This would require some customization but it gives you all the reporting you would want.

      Bastiaan