In the HEAT Call Logging System we have set up the 'Hours of Operation.'
Now when creating our Crystal Reports we would like to incorporate those hours of operation.
What I am needing to know is how we can use the hours of operation we set up in HEAT in our Crystal Reports.
An example of how I picture this working is as follows....
A call ticket within the HEAT Call Logging System is created at 4:55 pm and assigned to a tech.
The tech does not get to the ticket to acknowledge it prior to 5:00 and leaves for the day.
The tech comes in the next day at 8:00 am and first thing acknowledges the ticket.
What I would like to see in the reports is by using the 'Hours of Operation' the actual time against the tech is from 4:55 pm to 5:00 pm and then again from 8:00 until the time they acknowledge the ticket.
This tracking only the hours of operation for every ticket.
Hope you can help.
Thank you in advance!