Ticket report - Grouped by Category and sorted by Technician and displays "work effort" logged, NOT ticket duration.
I need a report that shows the total number of days/hours/minutes that each Tech logs as WORK, for each Category type.
For example: I have 4 Helpdesk Techs. I need to be able to show and compare the amount of time each Tech logs as "work" when performing (X Cagegory) (or any other Category)
Ideally, the report would be grouped by Category and sorted by Technician and display "work effort", NOT ticket duration.
I have a report (below) that shows the "work hours" for a specified date range, per Tech. However, I need to have it broken down to display d:hh:mm for each ticket Category.
SUM(format((time_to_sec(timediff(stop, start)))/3600.0 + ADJUSTMENT_HOURS,2)) as HOURS_WORKED
from (HD_WORK W, HD_TICKET T, USER U)
where W.HD_TICKET_ID = T.ID
and W.USER_ID = U.ID
AND ((U.FULL_NAME like '%allgood%')
OR (U.FULL_NAME like '%white%')
OR (U.FULL_NAME like '%julian%')
OR (U.FULL_NAME like '%perry%')
OR (U.FULL_NAME like '%walters%'))
and W.STOP between date "2013-10-01" and "2013-11-01"
GROUP BY U.FULL_NAME
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