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Create a report using the HEAT Call Logging Systems Hours of Operation

Former Member
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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!

Accepted Solutions (1)

Accepted Solutions (1)

former_member260594
Active Contributor
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Here is a link to a sample report that calculates Business Days and Hours during hours of operation. https://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/a011c418-a375-2b10-2b9c-b070fdba...

It should provide you with the logic to track your ticket hours.

Former Member
0 Kudos

I tried the link you provided and received a page could not be displayed.

Do you have another link?

former_member260594
Active Contributor
0 Kudos

The link is to the sample report and should prompt you to save or open it. Perhaps your security won't allow it to be downloaded.

Try just searching in the search box above for calculate business days and it should be the 3rd return dated 12 June 2008

Answers (0)